Collections Associate - Back office operations
Location
Bangalore | India
Job description
Who are we
Updraft is an award-winning, FCA-authorised, high-growth fintech. Our vision is to revolutionise the way people spend and think about money, by automating the day-to-day decisions involved in managing money and mainstream borrowings like credit cards, overdrafts and other loans. We are building a complete personal financial service on mobile that provides;
- a 360-degree spending view across all your financial accounts (using Open banking)
- A free credit report with tips and guidance to help improve your credit score
- Personalised financial planning using a proprietary mix of automated algorithms and manual advice
- Intelligent lending products to help reduce cost of credit
- Saving products that help users automate their savings.
Who are we looking for We are seeking a dedicated collection specialist to help with the day-to-day back office and front line duties of our Collections department. In this role, your duties will include communicating with stakeholders, including customers, debt management companies and other third party partners via in-app chat and email, taking real-time inbound calls, negotiating the correct outcome with our customers, and enacting payment plans that eliminate debt. To ensure success as a Collections Team Member you should possess experience with personal loans/credit card debt collection and knowledge of CONC and FCA regulations around Collections, as well as TCF (Treating Customers Fairly).
Requirements Key Attributes - Developing debt collection strategies and contact plans
- 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
- Identify Vulnerable Customers and handle cases with compassion and sensitivity
- Process government scheme Breathing Space entries
- Deal with Debt Management companies such as StepChange
- Negotiating settlements to receive payment on a certain percentage of the debt
- Dealing with all forms of insolvency
- Managing day-to-day relationships with Debt Collection Agencies and other operational partners
- Direct Debit mandates - new/changes
- Working on any failed payment posts
- Monitoring the overall portfolio and reporting to senior management forums.
Key Requirements - A minimum of 2 year's experience in Collections and/or Unsecured Lending (Overdrafts, Credit Cards, Personal Loans)
- Previous experience in CRM would be beneficial but not essential
- Experience in developing and enacting debt recovery plans and strategies to prevent losses
- Exceptional ability to communicate with customers to negotiate debt payment plans
- Excellent verbal and written communication skills with a professional and customer-centric approach
- Working on UK bank holidays
- Working on Saturdays, along with the rest of the team based in the UK
- Equivalent degree from a reputed college
- Awareness of compliance and financial regulation
- Working hours will be in sync with the London HQ
Benefits What do you get out of this role Flexibility - Work from wherever you choose to - we are a remote-led company, which gives you the freedom to work entirely from home, but if you prefer to work from an office there is an option to discuss this
- This position is open to people looking to work part time on weekends, good for students looking to get good industry experience - with the chances of it continuing to a full time role at a later stages in the career
Compensation - Competitive salary based on experience
- An annual performance bonus
- Tech gear for you to perform your duties more efficiently
- Additional allowances available
- 18 days of paid annual leave
- Ability to carry forward upto 5 holidays to the next year
- Public holidays according to the Indian bank holiday calendar (excluding the ones co in-siding with the UK calendar)
- Training allowance to help you achieve your career goals
For further enquires and applications (CV and covering letter) please contact [HIDDEN TEXT]
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