Lead operational delivery and optimisation of collections and recovery strategies at Marshmallow. Ensure effective cash recovery while adhering to Consumer Duty principles.
About the role
- Collections and Recoveries Executive at Zego supporting customers in arrears and managing financial difficulties. Focusing on maintaining insurance cover and providing empathetic assistance.
Responsibilities
- Supporting customers in arrears or financial difficulty via phone, email, and live chat
- Proactively contacting customers who have missed or are at risk of missing repayments
- Assessing customer circumstances to identify vulnerability or hardship
- Providing forbearance solutions, such as payment plans, temporary payment reductions, or deferrals, in line with policy and regulation
- Clearly explaining repayment options, consequences, and next steps in a calm and supportive manner
- Reviewing customer income, expenditure, and supporting documentation to inform fair outcomes
- Accurately recording customer interactions, decisions, and agreements in internal systems and CRM tools
- Working closely with Customer Service, Finance and Compliance teams to ensure consistent and compliant outcomes
- Escalating complex or high-risk cases appropriately
- Supporting continuous improvement of arrears and hardship processes
Requirements
- Experience in collections, arrears, forbearance, or financial support roles (lending, credit, utilities, telecoms, or insurance backgrounds all welcome)
- Strong understanding of treating customers fairly, vulnerability, and hardship support
- Excellent communication skills, with the ability to handle sensitive conversations confidently and empathetically
- Strong attention to detail and accuracy when reviewing financial information and recording outcomes
- Ability to balance customer care with business and regulatory requirements
- Comfortable working in a fast-paced environment and managing multiple cases
- Experience using CRM systems or collections / loan management tools
Benefits
- market-competitive salary
- private medical insurance
- company share options
- generous holiday allowance
- a whole lot of wellbeing benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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