Collections & Financial Wellbeing Specialist

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers.

We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

How you'll contribute:

We’re searching for a resourceful and enthusiastic Collections Specialist, who will take a leading role in establishing the First Line Lending Operations function. We want to provide financial wellbeing for our customers and this role will be key to delivering that. Reporting will be directly to the Collections and Financial Wellbeing Team Manager.

The lending team at Kroo plays a key role in helping us to achieve our mission. You’ll have a chance to influence how we do things. If you’re ambitious, passionate about the consumer credit industry and eager to create something from scratch, then please apply.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us on our journey!

About You

While not essential, the following experience and qualifications are highly desirable in our ideal candidate for this position:

Here's what you'll be doing:

• Communicate directly with customers via in-app chat, email and telephone
• Support the implementation of arrears, forbearance/collections and vulnerability procedures; take ownership of the successful delivery
• Play a central role in the day-to-day management of loan lifecycle events
• Help shape the Lending Operations function and supporting the Head of Business Operations and Head of Lending
• Produce reports on key metrics
• Liaise with the underwriting and lending policy teams to improve overall strategy and risk appetite

Here's what we are looking for ideally:

• Strong knowledge of 1st line processes, including experience with arrears, collections and vulnerability procedures
• Good knowledge of consumer credit practices and relevant FCA regulation
• 2 years experience working with consumer credit products as minimum
• Positive attitude and willing to learn

• Have worked at a start-up before
• Have experience establishing lending operations in a fintech, bank or lending business

About Our Process:

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 1 hour (Optional - face to face interview in the London office or via google meet)
• Head of Division interview - 45 mins (Optional - face to face interview in the London office or via google meet)

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days:
  We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program:
  We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support:
  We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension:
  We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment:
  We provide top-of-the-line equipment necessary for smooth hybrid work,…