Collections Support Agent

**About Jaja**

**Our Mission**:To be the UK’s Digital Lender of Choice

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

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.

We will delight our customers - making the customer experience simpler, more enjoyable, more intelligent - treating customers fairly and giving them more control of their money.

**Why join us?**

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.

We have a collaborative team structure fuelled by an exciting mix of people welcoming both experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself

**Purpose of the Role**

Location: Manchester

Hours: 37.5 Monday - Friday (9-5:30)

Hybrid Role - 2 days per week in office

We have an exciting opportunity for a Collections Agent to join a growing collections department at a pivotal and exciting time of growth and development. As a Collections Agent you will communicate and support with our customers regarding a variety of situations including arrears, overlimit, persistent debt and vulnerable customer support. Working in a multi-channel contact environment, you’ll have chance to work across lots of new and exciting channels as the department grows; from voice to chat functions.

Working within a regulated environment and fast paced department you’ll work towards a range of targets and service level agreements to ensure our customer receive best in class customer journeys.

**Key Accountabilities**:

- Ensure you are understanding your customers situation in order to agree sustainable and affordable payment solutions.
- Supporting vulnerable customers by understanding their needs and tailoring your approach where possible in order to deliver exceptional customer journeys.
- Support development of the collections function by proactively raising ideas for improvements to the collections management team.
- Problem Solving and adapting to the ever-changing environment and reacting quickly to meet challenges.
- Manage a variety of different workloads and processes, at any one given time from across the entire customer journey. Generating original solutions to problems.
- Maintaining all customer data, other records and reporting to the highest degree of accuracy within company guidelines and regulatory standards.
- Proactively collate and share customer feedback across the business to improve the Jaja offering, core processes and procedures and the service customers receive.
- Meet quality requirements to deliver compliant processes and a great customer experience.
- Fostering an environment of teamwork to ensure that all services are delivered on time and company goals are met.
- Maintain knowledge of all products and services offered and keep informed of new or changing developments, products, services or ideas which would affect operations.
- Working towards Key performance indicators and/or SLA’s at both individual and team level

**Essential skills and Experience**
- Experience within a collections operation; within credit card/lending environment
- Knowledge of regulations and requirements associated with collections, within financial services.
- Strong verbal and written communication skills
- Comfortable working within a fast past, changing environment
- Experience working on technologies associated with a call centre (diallers, customer portals etc)
- A problem solver - someone comfortable identifying issues and working towards a resolution.

**What's in it for you?**
- The chance to make a real impact in a growing start-up on a mission to change the face of the consumer finance industry forever.
- Competitive salary
- Hybrid working model
- Bonus scheme
- Annual Salary Review
- 4x Life assurance cover
- Optional private health care
- Employee assistance programme
- Collaborative & Open Culture - come as who you really are
- Annual all staff get together event
- 25 day holiday allowance plus UK bank holiday

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