Collections Associate

Updraft is an award-winning, FCA-authorised, high-growth Fintech based in London. Our mission is simple - to help consumers find freedom by providing them with a fair and affordable loan to refinance their expensive credit cards, overdrafts and buy-now-pay-later schemes into one single monthly affordable payment.

After a record year in the consumer lending space, we are now looking for an ambitious Collections Associate to join our team as we embark on the next step of our journey to help many more borrowers reach financial freedom through our products.

As a dedicated Collections Associate in the Updraft team, your duties will include communicating with customers via in-app chat, email, and phone to negotiate fair and affordable outcomes with our borrowers and enact payment plans that reduce delinquency across our portfolio.

To ensure success as a Collections Team Member you should possess experience with personal loans/ credit card debt collection and knowledge of CONC, FCA regulations around Collections, as well as Consumer Duty.

Collection Associate Responsibilities.

• Preventing repeated payment delinquency by negotiating manageable payments.
• Contacting customers by email, in-app chat and voice.
• Assisting our customers with the appropriate forbearance options.
• Deal with Debt Management companies such as StepChange and PayPlan
• Negotiating settlements to receive payment on a certain percentage of the debt.
• Dealing with all forms of insolvency.
• Direct Debit mandates - new/changes.
• Working on any failed payment cases allocated
• Contributing to team discussions and suggesting ideas for improvement.

Requirements

• Experienced in a Collections role/ environment, ideally within a Financial Services organisation
• Previous experience in CRM / Intercom would be beneficial but not essential.
• Able to emphasise with borrowers and the commitment to assist them in solving issues
• Exceptional ability to communicate with customers to negotiate debt payment plans.
• Ability to collaborate on debt collection efforts with other departments.
• High level of attention to detail.
• Experienced in delivering against targets with the aim of delivering against SLAs and KPIs
• Availability to work either Saturdays or Sundays.

Benefits

As an early-stage employee in a fast-moving startup, you have the opportunity to shape the structure of the organisation, team and social strategy;

• We support flexible working
• Company pension
• Flexibility to work at home and in the office - with the expectation that you might need to come into the London WeWork office 2 days a week
• Salary is negotiable depending on the candidate's experience
• Free coffee
• Team events

Further enquiries and applications CV and cover letter should be sent to careers@updraft.com

Last updated on Nov 15, 2023