Collections Officer Job Central London area,City Of London England UK,Customer Service/HelpDesk

Location: City Of London

Job Title:

Collections Officer

Location:

London Hybrid 2 days WFH

Salary:
Up to £35,000 depending on experience

Hours:

Monday to Friday 9 am to 5 pm

Benefits:

25 days holiday + public holidays
Additional day off for your birthday
Charity/voluntary days off
Option to buy or sell 5 days holiday
Discounted Gym membership
Pension scheme
Learning and Development budget
Employee assistance programme with holistic wellbeing support
Lunch and learn sessions
Free hot drinks and snacks

About the position of the Collections Officer:

We're looking for a customer-focused Collections Officer to join a fast-growing fintech within the consumer lending sector. This is an exciting opportunity to join an innovative business that's transforming the way customers manage their finances. You'll play a key role in supporting customers experiencing financial difficulty, helping them find sustainable repayment solutions while delivering fair outcomes and exceptional customer service. If you're empathetic, resilient and passionate about helping customers, this could be the perfect next step in your career.

Responsibilities

required for the role of Collections Officer:

Support customers throughout the collections journey via telephone, email and live chat.
Build positive relationships while understanding each customer's individual circumstances.
Negotiate affordable repayment plans and appropriate forbearance solutions.
Complete income and expenditure assessments to achieve fair customer outcomes.
Maintain accurate customer records and ensure all activity is fully documented.
Identify vulnerable customers and provide appropriate support.
Deliver excellent customer service while meeting FCA and Consumer Duty requirements.
Work collaboratively with colleagues to improve customer outcomes and identify process improvements.

Experience required for the role of Collections Officer:

Previous experience within collections, recoveries or customer support in financial services.
Strong communication and negotiation skills across multiple contact channels.
Experience supporting customers experiencing financial difficulty.
Good understanding of FCA regulations, Consumer Duty and Treating Customers Fairly.
Excellent attention to detail with strong organisational skills.
Experience using CRM systems and Microsoft Office.
A proactive, empathetic and solution-focused approach.

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