Collections​/Support Associate

What’s Yonder?

“It's as if Time Out, Amex and Monzo had a baby” - Will T, Yonder Member

We’re building the financial membership of the future. One that works for how you live now. Not how your parents banked in the ‘90s.

Yonder combines credit and debit in one membership, designed to be fair, flexible, and actually enjoyable to use. No confusing terms. No dusty points system. Just rewards that actually feel rewarding - from bao to beer to a boarding pass.

We raised £23.4M in September 2024 to grow the team, launch even better rewards, and expand beyond the UK. If that sounds good to you, you’ll probably like it here. 🎉

We’re launching our brand new Cardiff Operations hub, and we’re looking for a Collections/Payment Support Associate to be one of its founding members.

You’ll be on the front line supporting Yonder members who’ve fallen behind on payments or are experiencing financial difficulty. That means having real conversations, listening with empathy, and helping people find affordable, sustainable solutions that make sense for them.

You’ll be part of a small, tight-knit team that’s building something new from the ground up. Shaping how we support members, learning as we go, and creating a model that could set the standard for the rest of the industry.

If you’re passionate about helping people through tough moments
, enjoy solving problems in real time
, and like the idea of growing alongside a brand new team
, this role could be a great fit.

Here’s a flavour of what your typical week could look like:

• Reach out to members who’ve fallen behind – Make outbound calls to understand what’s going on and help find the right way forward.
• Agree affordable forbearance options – Work with members to create realistic repayment plans or other support tailored to their needs.
• Respond with care and clarity – Handle inbound calls, chats, and emails, making sure every interaction feels personal, helpful, and fair.
• Support third-party processes – Process messages from debt management companies and other partners who help support our members.
• Collaborate and improve – Work closely with your team, sharing ideas, spotting patterns, and helping us refine how we do things as the Cardiff team grows.
• Represent Yonder’s values in every interaction – Be customer obsessed, empathetic, and focused on doing the right thing for our members.

Please note our shift patterns range from 7am-7pm including some weekends (but this could change). We believe that staying close with our members is a priority so you’ll be expected to do some live interactions which means being flexible is a must.

✅
Get energy from helping people through tough situations – You care about people and want to make a genuine difference in their financial journey.

✅
Have a background in a Financial Services
– You care about people and want to make a genuine difference in their financial journey.

✅
Can balance compassion with accountability – You’re kind, but also confident setting boundaries and guiding members towards sustainable solutions.

✅
Communicate with clarity and confidence – You enjoy talking to people, whether that’s on the phone or in writing, and can make complex things sound simple.

✅
Enjoy building something new – You’re excited by the idea of joining a small, growing team and shaping how we do things from the ground up.

✅
Have (or want to develop) experience in arrears or financial difficulty support – Maybe you’ve done this before in a bank or fintech, or maybe you’re newer but have the right mindset and people skills to learn quickly.

✅
Thrive in a fast-paced environment – You like variety and are comfortable switching between calls, emails, and operational tasks in a single day.

👎
See arrears as just debt collection – This role is about supporting, not chasing. If empathy and fairness aren’t your priorities, this won’t be for you.

👎
Prefer to just follow scripts – You’ll need to think on your feet, adapt, and handle each conversation based on the member in front of you.

👎
Shy away from change – Yonder moves fast, and this new Cardiff team will evolve…