Collections Agent

Northreach is a dynamic recruitment agency that connects businesses with top talent in financial services, lending, and digital sectors. We specialise in providing a seamless recruitment experience for clients and candidates, fostering innovation and professional growth.

We are partnering with a FinTech lender who provide unsecured personal loans to retail customers. They operate within the responsible lending space and are renowned for providing a high level of customer care. They are in a sustained period of growth and will be increasing their loan portfolio over the next 12-24 months and as such are looking for a Collections Agent to join their team.

About the Role

We are looking for a motivated and customer-focused Collections Agent to join our growing team. This role is responsible for managing customer accounts in arrears, supporting customers to find sustainable repayment solutions, and helping to minimise financial losses while delivering excellent customer service.

The ideal candidate will be confident communicating with customers, able to handle sensitive conversations professionally, and committed to achieving positive outcomes for both the customer and the business.

Key Responsibilities

• Contact customers regarding overdue accounts via telephone, email, and written correspondence and working to company KPI's.
• Assess customers' financial circumstances and identify appropriate repayment solutions.
• Negotiate affordable repayment arrangements in line with company policies and regulatory requirements.
• Maintain accurate and up-to-date customer records across internal systems.
• Monitor repayment plans and follow up on missed or overdue payments.
• Identify vulnerable customers and provide appropriate support, escalating to the internal specialist where necessary.
• Resolve customer queries efficiently and professionally.
• Work towards individual and team performance targets, including quality, productivity, and collections performance.
• Ensure all activities comply with FCA regulations, Consumer Duty principles, company procedures, and relevant legislation.
• Liaise with internal departments and external partners where required to resolve customer issues.

About You

You will be an excellent communicator with strong negotiation skills and a genuine desire to help customers achieve positive financial outcomes.

• Previous experience in collections, recoveries, credit control, customer service, or a similar telephone-based role.
• Experience working within financial services.
• Excellent verbal and written communication skills.
• Strong negotiation and problem-solving abilities.
• Knowledge of FCA regulations and Consumer Duty.
• Ability to remain calm and professional during difficult conversations.
• Good attention to detail and organisational skills.
• Competent using Microsoft Office and CRM or case management systems.
• Ability to work independently while contributing positively to a team environment.
• Understanding of vulnerability and affordability assessments.
• Experience working towards performance or KPI targets.
• Experience of retail/B2C lending

You must have full right to work in the UK

This role is hybrid working with 2 days pw in their offices in the city of London

You will work a shift pattern Mon-Fr between 8am and 7pm

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