Customer and Loans Accounts Administrator

ADAGE CREDIT

Adage Credit is a mission-driven consumer lender operating as a social enterprise dedicated to championing financial inclusion in the UK. We focus specifically on bridging the gap for individuals and communities who are significantly underserved by traditional banks and mainstream lending companies.

Our core purpose is to provide accessible and responsible financial solutions, particularly for those at the grassroots level and within minority ethnic groups who experience systemic exclusion from the financial system. We offer short‑term personal loans (typically from £100 to £1,000) that serve as a fair alternative for immediate financial needs.

By combining ethical lending practices with a deep commitment to community support, Adage Credit empowers our customers to manage their finances effectively, access credit responsibly, and take steps toward long‑term financial stability.

Position: Customer and Loan Account Administrator

Type: Full‑time

Department: Loan Operation and Underwriting

Location: London

Supervisor: Customer and Loan Account Manager

Underwriting, managing customers, loan applications, answering calls, and providing excellent customer service and utilizing tools such as Hub Spot and Microsoft Excel.

• Responsible for loans and customers in Birmingham.
• Day‑to‑day management of consumer loans and repayment process, including pre‑analysis, checking consumer credibility and trustworthiness, data entry, customer point verification (CPV), and reviewing affordability in line with customer credit policy and procedures.
• Daily, weekly and monthly analysis and reporting on senior manager on all loan completions and new loans.
• Promote the business to friends and family using word‑of‑mouth, and encouraging customers to bring prospect clients.

• Review and respond to new loan applications promptly.
• Follow procedure to determine whether to make a loan to a customer.
• Approve loan applications in line with the underwriting manager.
• Interview loan applicants, understand their needs, collect and review information, and define eligibility for loan application decision.
• Assist digitally shy clients in completing open banking and access portal procedures.
• Respond to customer queries and provide guidance throughout the loan application process, and resolve any loan‑related issues.

• Establish customer loan payment plans based on individual circumstances.
• Advise customer on next steps.
• Reject loan applications and explain deficiencies to applicants.
• Support and guide rejected customers on building credit profile, use of benefit calculator, and money advice.

• Interact with customers daily to address inquiries and provide assistance.
• Follow up with customers who have incomplete applications or late payments.
• Document key traits of declined customers for future reference.
• Utilise Hub Spot or other CRM to deliver personalized customer emails with advice and latest offers.
• Manage client accounts, loan accounts, and payment accounts efficiently.

• Use CRM for effective customer relationship management and communication.
• Collaborate with the team to integrate marketing efforts with the CRM system.

• Work closely with team members to share updates and information regarding loan applications.
• Contribute ideas and perspectives to enhance the loan process and customer experience.

• Meet set goals and targets related to loan applications and customer satisfaction.
• Contribute to the overall success of loans issued by the company.

• Proficiency in loan software and CRM systems.
• Previous experience in loan management or a related field.
• Ability to set up or plan to do list.
• Strong time management, organisational, and negotiation skills.
• Excellent social and communication skills, both verbal and written.
• Ability to adapt to various financial software and tools.
• Fluent in writing English, Microsoft Excel for data reporting and analysis.
• Knowledge and understanding of Hub Spot CRM preferred.
• Interest or experience in the loan industry is beneficial.
• Excellent team collaboration and good motivational skills.
• Prospecting and segmenting customers, direct and internal Marketing skills.

• Proactive and detail‑oriented approach to work.
• Self‑motivated with a strong focus on achieving goals.
• Excellent organisational and time management skills.
• Ability to work effectively in a close‑knit team environment.