Collections Associate

About Salary Finance

Salary Finance is a leading global FinTech platform.

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.

Key Responsibilities

• Manage frontline Collections operations, including customer accounts in arrears and repayment-related enquiries.
• Handle customer enquiries via 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.

Requirements & Tech Stack

• 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.

Qualifications

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