Senior Collections Consultant

Fluro is creating permanent positive change in the credit industry. Our current focus is to create pioneering, fair, and accessible digital finance products for the  UK market. We want to build for good from the inside out, so we're focussing on every detail from our brand to our environmental impact. 

Collections Lead/Snr

This role would suit someone who has experience in collection activities within financial services (ideally Consumer Credit) and is looking to join an organisation that can allow them to develop their career professionally while taking on more duties and helping to shape Fluro’s collections process and procedures. The ideal candidate will be proactive, organised and comfortable managing their own workload. 

The role is a hands-on position for someone to champion a focus on collection customer outcomes, help mature Fluro’s collections process, roll their sleeves up, and get the work done where manual intervention is required. This person will help introduce an improved, customer outcome-focused collections process which is able to scale with the business.

Responsibilities

Independently, the Collections Lead will:

• Contribute to the effectiveness of existing collections strategies and provide feedback on how they can be optimised.

• Assist with the development of a new collections system ensuring customer outcomes are the best they can be

• Subject matter expert for inbound debt management, IVA and bankruptcy notices and scaling the associated processes.

• Provide advice to colleagues on customers in difficult circumstances on the payment options for debt recovery and deal with call escalations.

• Manage a portfolio of customers in early-stage arrears and short and long-term arrangements.

• Ensuring compliance at all times with the requirements of the FCA guidance regarding debt Collections (including subsequent associated legislation) and Consumer Duty

• Critically assess and improve collections process and procedures.

• Owning manual collections processes & establishing and advising on projects to automate

• Point of contact for settlements and out-of-policy collection queries

 Required skills and experience:

• A minimum of 3 years Collections experience

• Experience in collections from early arrears to recoveries

• The ability to be hands-on and roll your sleeves up when required.

• Excellent verbal and written communication skills to interact confidently with customers, team members, and other stakeholders effectively.

• Strong knowledge and understanding in both English & Scottish debt solutions and legalities.

• Tech savvy with great attention to detail

• Comfortable providing constructive feedback and challenge to Team Members, including policy and process owners, whilst building strong, collaborative relationships.

• Ability to plan and prioritise workload in a changing, busy environment.

• Excellent analytical skills with a high proficiency in Word & Excel (for monitoring collections)

The Benefits

• Private healthcare with Vitality

• Income protection insurance

• Scottish Widows pension scheme

• Gym membership contribution

• Office first policy - but with flexibility built in

• Regular team socials / lunches / breakfasts

This role will be based in the Milton Keynes/Northamptonshire area.  You will be expected to be able to travel to London for the first week or so for training (expenses paid) but training will also be provided on-site.  We work four days in the office, with one day working from home.