Senior Operations and Collections Specialist

About the role

We are looking for a Senior Operations and Collections Specialist to join our Credit team. You will own the end‑to‑end collections process, from the first conversation with a customer who has fallen behind to working with external agencies and legal action as we scale our credit product.

Key responsibilities

• Monitor a portfolio of customers that are unwilling or unable to pay back their credit.
• Engage with customers 1:1 to resolve breaches of credit terms.
• Liaise with external agencies and legal firms across jurisdictions, including instructing legal actions and registering claims in insolvencies.
• Build and maintain reports on collections activity, amounts collected, written‑off amounts, and portfolio performance.
• Collaborate with leadership, risk, underwriting and other operational teams to support policy changes and proactive monitoring based on data‑driven analyses.
• Create and maintain documentation of collections processes.

Required profile

• Experience in collections, risk and compliance, and/or data analysis.
• Background in customer‑facing roles across B2B or B2C (e.g., Customer Support, CX, Customer Success).
• Strong independent leadership and self‑motivation.
• Intermediate skills with Google Workspace, SQL, and GenAI (including agentic AI tools).
• Experience collaborating with product and engineering teams to fix bugs and scope new features.
• Ability to convey complex operational concepts with simplicity and empathy.
• Sharp prioritisation skills to weigh impact against effort.
• Familiarity with FinTech, collections, or legal environments is a strong plus.

Required skills

• Google Workspace
• SQL
• GenAI

What we offer

• Your own Pleo card for expense‑free spending.
• Catered meals or lunch allowance on work days.
• Comprehensive private healthcare options.
• 25 days of holiday plus public holidays.
• Hybrid or fully remote working options.
• Free mental‑health and well‑being support via MyndUp.
• Paid parental leave.