Collections And Financial Wellbeing Manager

Summary

Join Kroo's growing team as a Collections & Financial Wellbeing Manager, leading the 1st Line Lending Operations. You will manage daily operations, implement effective arrears and vulnerability management processes, and build a high-performing team focused on customer financial wellbeing. This hands-on role involves direct customer interaction, particularly with complex cases, ensuring high service standards. You will also collaborate with other departments to optimize processes, produce performance reports, and drive strategic decision-making. The ideal candidate possesses strong knowledge of 1st line processes, consumer credit, and experience managing customer service agents in the lending/credit space. Kroo offers a comprehensive benefits package, including generous holiday time, personal days, a volunteer program, mental health support, a workplace pension, top-notch equipment, and enhanced parental leave.

Requirements

• Strong knowledge of 1st line processes, including experience with arrears and collections procedures
• Good knowledge of consumer credit, and the implications for organisations offering consumer lending products (overdrafts and loans)
• Experience training and managing customer service/ operations agents (ideally in the lending/credit space)
• 3 years experience working with consumer credit products
• Positive attitude and willing to learn

Responsibilities

• Manage Lending Operations: Oversee the day-to-day operations of the 1st Line Lending Operations team, ensuring efficient management of customer accounts and serving as an escalation point for complex customer issues
• Implement Collections Procedures: Develop and implement policies for arrears, forbearance, collections, and managing customer vulnerability, providing direct support on customer cases where necessary
• Drive Cross-Departmental Collaboration: Partner with underwriting, lending, and product engineering teams to refine strategies that enhance the customer experience, improve lending practices, and manage risk effectively
• Optimise Processes and Systems: Regularly evaluate and improve collections workflows, tools, and systems to support Kroo’s goals of operational efficiency and outstanding customer satisfaction
• Produce Performance Reports: Compile and present management reports and performance metrics to support strategic decision-making within the business
• Build and Develop the Team: Lead recruitment, training, and development of the team ensuring analysts are equipped to grow alongside Kroo’s expanding business
• Champion Customer Wellbeing: Actively support Kroo’s commitment to customer wellbeing by balancing collections targets with empathetic, customer-focused approaches that align with our values

Preferred Qualifications

• Have worked at a start-up before
• Have experience establishing lending and collections operations in a fintech, bank or lending business

Benefits

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel
• You get full healthcare for you and your nuclear family via Vitality
• Office/remote working