Collections Associate

About Salary Finance

Salary Finance is a leading global FinTech platform. We support a community of 4M employees across 575 clients (including 20% of the FTSE 100) in the UK and US, providing a suite of financial employee benefits that help employees improve their financial health and happiness. Our platform provides salary-linked savings, loans, pay advances, and financial education. We have a team of 200 brilliant and passionate colleagues across 3 countries, backed by great investors (Blenheim Chalcot, Legal & General, Experian, Goldman Sachs, Royal London, Virgin Money) with £100M in equity and £500M in debt funding raised to date.

We were co-founded by entrepreneurs Asesh Sarkar (CEO), Daniel Shakhani, and former Head of Google UK and Ireland Dan Cobley (Chairman), and are authorised by the FCA.

The Role

We are looking for a Collections Associate to join our Customer Operations team. The ideal candidate will have previous experience in frontline collections and be confident handling customers across multiple channels, while balancing effective collections strategies with a customer-focused approach.

You will be responsible for managing collections-related enquiries via Email and Live Chat, supporting the back-office processes that underpin the collections function, and ensuring all interactions and records are handled accurately, empathetically, and in line with regulatory and internal requirements.

Key Responsibilities:

• Manage frontline Collections operations, including customer accounts in arrears and repayment-related enquiries.
• Handle customer enquiries across Email and Live Chat, providing clear, accurate, and empathetic support.
• Apply appropriate collections strategies and processes within a FinTech or financial services environment.
• Support customers experiencing financial difficulty or vulnerability, following appropriate vulnerability and affordability processes.
• Identify and respond appropriately to financial hardship, vulnerability, and potential customer risk indicators.
• Issue legal notices and collections-related documentation in line with regulatory and internal requirements.
• Manage shared inboxes, ensuring customer emails are actioned professionally and within SLA.
• Maintain accurate and comprehensive customer account records, case notes, and communications within internal systems.
• Use CRM and case management tools to manage customer interactions, account updates, and follow-ups.
• Support the preparation and maintenance of collections reports, trackers, and documentation.
• Assist with monitoring inactive and underperforming accounts.
• Work collaboratively with internal teams to resolve complex collections cases and customer queries.
• Ensure all customer interactions comply with regulatory requirements, company policies, data protection standards, and collections procedures.
• Identify opportunities to improve customer journeys and contribute to process and knowledge improvements.
• Demonstrate ownership of cases, ensuring appropriate follow-up and timely resolution.
• Consistently meet quality, productivity, customer experience, and operational targets.

What we're looking for:

• Previous experience in frontline Collections operations, preferably within FinTech, banking, lending, or financial services.
• Strong understanding of collections strategies, arrears management, and customer repayment journeys.
• Experience handling customers through Email and Live Chat.
• Good understanding of supporting vulnerable customers and customers experiencing financial hardship.
• Previous experience using CRM/case management systems.
• Comfortable managing back-office collections processes, documentation, and reporting alongside customer contact.
• Strong written and verbal communication skills, with the ability to explain complex information clearly.
• Strong attention to detail and a commitment to maintaining accurate customer records.
• Ability to handle sensitive or challenging customer conversations with empathy, professionalism, and confidence.
• Strong problem-solving and decision-making skills.
• A collaborative team player who is willing to support colleagues and take ownership of shared objectives.
• Comfortable working in a fast-paced, technology-driven environment and adapting to changing processes.
• Basic to intermediate Excel skills.

What success looks like:

Success in this role means consistently delivering effective collections outcomes while maintaining a high standard of customer care, quality, compliance, and operational performance.

What we can offer you

• Be part of the World’s Leading Digital Venture Builder
• Have the opportunity to be a part of and learn from the incredible diverse talent in BC
• Be exposed to the right mix of challenges, within a culture that promotes continuous learning and development and opportunity to work with Gen AI
• A fun and open, if a little cricket obsessed, atmosphere – we own the Rajasthan Royals IPL team!
• 24 days of annual leave &10 public holiday days
• Private Medical for you and your immediate family & Life Insurance for yourself