Collections Specialist
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Before you apply
LocationLondon, United Kingdom
Work modehybrid
Typefull-time
SeniorityMid
DepartmentCustomer
Company size51–200 people
PostedJun 3, 2026 · 5mo ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Experience working in Collections & Recoveries within consumer lending or financial services
Strong communication skills with the ability to handle sensitive customer conversations professionally and empathetically
Experience supporting customers in financial difficulty and understanding vulnerable customer treatment
Interest in AI tools, prompt engineering, and process automation
Comfortable using technology and learning new systems quickly
Proactive, hands-on approach with strong attention to detail
Ability to work effectively in a fast-paced environment
Fintech or digital financial services experience is desirable
Previous experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later products
Skills
AI tools
prompt engineering
process automation
Benefits
Competitive salary
Performance bonuses
Flexible working
Hybrid work
About the role
The role will support Updraft’s treatment of customers in financial difficulty through high-quality, empathetic customer interactions across Collections & Recoveries. The successful candidate will work directly with customers to understand their circumstances, provide appropriate support solutions, and help deliver positive customer and business outcomes within regulatory requirements.
The role covers pre-arrears, collections, recoveries, debt management plans, IVAs, vulnerable customer treatment and general customer service.
We’re looking for someone with strong collections experience who is also confident using AI tools and prompting techniques to improve customer conversations, workflows, and operational efficiency. The successful candidate will help identify opportunities to streamline processes, improve communication quality, and support automation initiatives while remaining hands-on in customer interactions.
This position is ideal for someone with experience in Collections & Recoveries within consumer lending or financial services, particularly in fast-paced, technology-driven environments.
Responsibilities
Key Responsibilities:
•
Handle inbound and outbound customer conversations relating to arrears, repayments, and financial difficulty
•
Support customers with appropriate repayment solutions and forbearance options based on their circumstances
•
Deliver fair and empathetic treatment to vulnerable customers in line with regulatory expectations
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Manage customer interactions across collections, servicing, debt management plans, and IVAs
•
Use AI tools and prompting techniques to improve communication quality, efficiency, and customer outcomes
•
Help identify opportunities for automation and process improvement within collections operations
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Work closely with Operations, Product, and Engineering teams to support improvements to customer journeys and internal tooling
•
Maintain accurate customer records and ensure all activity is completed compliantly
•
Contribute ideas to improve team performance, customer experience, and operational effectiveness
Requirements
•
Experience working in Collections & Recoveries within consumer lending or financial services
•
Strong communication skills with the ability to handle sensitive customer conversations professionally and empathetically
•
Experience supporting customers in financial difficulty and understanding vulnerable customer treatment
•
Interest in AI tools, prompt engineering, and process automation
•
Comfortable using technology and learning new systems quickly
•
Proactive, hands-on approach with strong attention to detail
•
Ability to work effectively in a fast-paced environment
•
Fintech or digital financial services experience is desirable
•
Previous experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later products
Benefits
•
Competitive salary and performance-based bonuses
•
Flexible working arrangements; we follow a hybrid work culture