Experienced Consumer Collections Officer

PLEASE READ THIS IN FULL BEFORE APPLYING

Location: London EC4 (hybrid: 4 days in office; 1 day WFH);
Role Type: Full-time, Permanent;

• Health:
  Private Medical Insurance
• 25 days annual leave + Bank Holidays + Birthday off

Lendwise is a London-based, FCA-regulated peer-to-peer (P2P) lending platform specializing in Education Finance. We are a Fintech business with a mission-driven team dedicated to funding the ambitions of individuals pursuing professional qualifications and postgraduate education.

We are looking for an experienced consumer loans Collections & Recoveries Specialist to join our team. You will have 3+ years of hands‑on experience within B2C lending (consumer credit / consumer collections & recoveries) with an understanding of the full collections lifecycle where you can confidently manage your own portfolio.

You should be comfortable dealing with everything from early arrears and customers experiencing financial difficulty through to long‑term arrears, defaults, repayment negotiations and accounts requiring legal or external recovery action.

• We are seeking a hardworking and dynamic individual to join our team, who is experienced, confident and commercially minded.
• Someone who is comfortable picking up the phone and having a difficult conversation (where needed).
• Someone who knows when to negotiate, when to challenge, when a customer genuinely needs support and when an account needs to be escalated.
• You should be organised, persistent and be accountable for the performance of accounts that you are responsible for.
• Most importantly, we want someone who is hungry and ambitious and wants to make an impact in a continuously growing business.

If you have experience working in B2C collections and recoveries, know your way around an arrears portfolio and do not need constant direction to know what the next step on an account should be, we want to hear from you.

• Manage a portfolio of B2C loan accounts across early arrears, late arrears and default.
• Proactively contact customers by telephone and email to understand the reason for non-payment and agree appropriate next steps.
• Negotiate realistic and sustainable repayment arrangements while maintaining a strong focus on recovery.
• Review customer income, expenditure and supporting financial information where required.
• Identify customers experiencing financial difficulty and assess appropriate forbearance options.
• Challenge customers appropriately where affordability or circumstances require further investigation.
• Maintain clear follow-up strategies and ensure accounts are actively progressed rather than allowed to remain unresolved.
• Take ownership of cases from initial arrears through to resolution, repayment, recovery or escalation.

• Identify when normal collections activity has been exhausted and an account should progress to formal recovery action.
• Prepare accounts for referral to solicitors, debt collection agencies, tracing agents or other external recovery partners.
• Liaise with external solicitors and recovery providers and actively manage cases once referred.
• Review repayment proposals, settlement offers and information received during the legal recovery process.
• Understand the practical stages involved in debt recovery, including pre-action activity, court proceedings, judgments and enforcement.
• Maintain accurate records of legal and recovery activity, costs, payments and next actions.
• Assist with domestic and international recovery cases where required.

• Hold detailed conversations with customers experiencing financial difficulty and properly establish their circumstances.
• Assess whether short-term or longer-term support is appropriate based on the information available.
• Recognise indicators of vulnerability and ensure cases are handled appropriately.
• Apply sound judgement rather than relying solely on scripted processes.
• Ensure decisions and customer communications are properly documented and can be supported if subsequently reviewed.
• Maintain accurate and detailed account notes, payment arrangements and recovery strategies.
• Monitor promised payments and arrangements and take action where these are broken.
• Identify trends, recurring issues and areas where collection performance or processes can be improved.
• Provide clear updates on arrears, defaults, recoveries and higher-risk accounts.
• Work closely with…