Collections Specialist

The role will support Updraft’s treatment of customers in financial difficulty through high-quality, empathetic customer interactions across Collections & Recoveries. The successful candidate will work directly with customers to understand their circumstances, provide appropriate support solutions, and help deliver positive customer and business outcomes within regulatory requirements. The role covers pre-arrears, collections, recoveries, debt management plans, IVAs, vulnerable customer treatment and general customer service. We’re looking for someone with strong collections experience who is also confident using AI tools and prompting techniques to improve customer conversations, workflows, and operational efficiency. The successful candidate will help identify opportunities to streamline processes, improve communication quality, and support automation initiatives while remaining hands-on in customer interactions. This position is ideal for someone with experience in Collections & Recoveries within consumer lending or financial services, particularly in fast-paced, technology-driven environments. Key Responsibilities: Handle inbound and outbound customer conversations relating to arrears, repayments, and financial difficultySupport customers with appropriate repayment solutions and forbearance options based on their circumstancesDeliver fair and empathetic treatment to vulnerable customers in line with regulatory expectationsManage customer interactions across collections, servicing, debt management plans, and IVAsUse AI tools and prompting techniques to improve communication quality, efficiency, and customer outcomesHelp identify opportunities for automation and process improvement within collections operationsWork closely with Operations, Product, and Engineering teams to support improvements to customer journeys and internal toolingMaintain accurate customer records and ensure all activity is completed compliantlyContribute ideas to improve team performance, customer experience, and operational effectivenessRequirements Experience working in Collections & Recoveries within consumer lending or financial servicesStrong communication skills with the ability to handle sensitive customer conversations professionally and empatheticallyExperience supporting customers in financial difficulty and understanding vulnerable customer treatmentInterest in AI tools, prompt engineering, and process automationComfortable using technology and learning new systems quicklyProactive, hands-on approach with strong attention to detailAbility to work effectively in a fast-paced environmentFintech or digital financial services experience is desirablePrevious experience with consumer finance, particularly in credit cards, personal loans, or buy-now-pay-later productsBenefits Competitive salary and performance-based bonusesFlexible working arrangements; we follow a hybrid work culture