Collections Advisor

Supports new and existing customers with their financial & service needs via a range of channels where appropriate, and delivers an excellent customer experience. Helps Britain and Northern Ireland prosper and ensures customers receive fair outcomes, are dealt with efficiently and referred to the correct person or channel where appropriate, including our vulnerable customers. Acts in line with the Group Values, Behaviours and Codes of Responsibility and supports LBG priorities, At Curve Credit, we're committed to supporting customers at every stage of their financial journey.

We understand that managing finances can sometimes be challenging, and we're passionate about helping customers find solutions that work for them while delivering fair and positive outcomes. Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.

With Curve you can spend from all your accounts, track your spend behaviour, see unique insights - all with additional security to help keep your money safe. Curve puts you in control of your money in one beautiful place for the first time.

• Building strong, trusted relationships with customers to understand their circumstances and provide support where accounts have fallen into arrears.
• Communicating with customers via telephone and email, providing clear, fair and transparent information tailored to individual needs.
• Supporting customers to manage repayments and maximise the benefits of using Curve, while delivering positive customer outcomes.
• Making informed decisions using the information available to support customers in a fair and responsible way.
• Working in line with financial regulations, internal policies and customer care standards.
• Maintaining accurate customer records and updating account information.
• Identifying and escalating customer queries or complaints to the appropriate teams where required.
• Keeping up to date with relevant training, policies and regulatory requirements.
• We know talent comes from a wide range of backgrounds and experiences, and we welcome diverse perspectives and career journeys.

• Customer Service & Experience
  - Experience delivering high-quality customer service, ideally within a customer service, collections or financial services environment, with the ability to support customers through a range of situations and outcomes.
• Emotional Intelligence & Managing Customer Vulnerability
  - Build trusted relationships through empathy, active listening and effective questioning, recognising signs of customer vulnerability and adapting your approach to understand customer needs and provide the right support, particularly during sensitive conversations.
• Accountability & Decision Making
  - Taking ownership of customer interactions, and proactive in seeking solutions, using sound judgement and available information to make fair, balanced decisions that support positive customer outcomes.
• Customer Centricity & Communication
  - Understanding customer needs and delivering personalised support, adapting your communication style to provide clear, fair and effective guidance.
• Adaptability & Continuous Learning
  - Adjusting your approach, priorities and ways of working as customer needs, products and processes evolve, whilst maintaining up-to-date knowledge. In a fast-moving environment, you'll embrace change and remain focused on delivering a great customer experience.
• Experience supporting customers whose accounts are in arrears or experiencing financial difficulty.
• Experience working within a regulated financial services environment.
• Knowledge of complaints handling and customer resolution processes.
• Understanding of GDPR and data protection requirements.
• Strong numeracy and literacy skills.
• Experience maintaining detailed and accurate customer records.

Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites.

Join Curve, backed by Lloyds Banking Group. Curve recently became part of Lloyds Banking Group, creating a unique opportunity to combine fintech innovation with the strength and reach of one of the UK's leading financial services organisations. As the Group accelerates towards its 2030 ambitions, Curve represents an exciting opportunity to help transform how millions of customers manage and move their money.

While you'll work as part of the Curve business, employment for this role will be with Lloyds Banking Group, giving you access to the development opportunities, benefits and support available across the Group.

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach…