Collections Support Agent

1 week ago

Manchester, United Kingdom JaJa Finance Ltd Full time

**Why Join Us?**

At Jaja, we’re redefining consumer finance with innovative, simple, and intelligent solutions. Our mission is to be the UK’s Digital Lender of Choice. Joining us means becoming part of a collaborative, forward-thinking team where your ideas and contributions shape the future.

**Our Values**:Collaboration, Excellence, Innovation, Empathy and Passion

**The Role**:
Join our growing team as a **Collections Support Agent**, where you’ll support customers through various financial situations; including arrears, over limits and persistent debt.

**What You’ll Do**:

- Engage with customers to understand their financial situations and agree on **sustainable payment solutions**.
- Support **vulnerable customers** by tailoring your approach to their needs.
- Contribute to process improvements by sharing insights with the collections team.
- Manage multiple tasks across the customer journey while ensuring accuracy and compliance.
- Work towards individual and team **KPIs and SLAs**, ensuring best-in-class service.

**What We’re Looking For**:
**Essential**:

- Strong **verbal and written communication skills** in a customer-facing role.
- Comfortable in a fast-paced, evolving environment.
- Experience with **call centre technologies** (e.g., diallers, customer portals).
- A **problem solver** with a proactive approach to challenges.

**Desirable**:

- Experience in **financial services**, especially lending/credit cards and collections.
- Knowledge of **collections regulations and compliance**.
- Ability to navigate **sensitive conversations** around financial hardship.

**What's in it for you?**
- The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
- Fully flexible remote hybrid working model
- Potential for part time working around other / family commitments
- Pension contributions
- Bonus potential
- Private medical cover
- 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
- 4x life insurance cover
- Employee assistance program

**Hours**:37.5 per week, Mon-Fri 9am-5:30pm (Future flexibility between 8am-8pm, Monday-Sat may be required)

**Salary**:Industry Leading

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