Collections Specialist

Collections Specialist (m/f/d)

The role

We are seeking an experienced Collections Specialist who will be required to work within a fast-paced, customer-focused environment, providing great customer service while maintaining the team’s excellent track record.

• Case handling a high volume portfolio of customer accounts in arrears through to completion with varying and unique circumstances
• Handling inbound and initiating outbound telephone calls, letters and emails with the greatest level of care, accuracy and customer service skills
• Building relationships with customers through regular contact to validate, understand and resolve breaches of agreements with customers
• Negotiate, implement and monitor feasible repayment solutions that take into account the customer's circumstances while balancing the best interests of the business
• Work with a wide range of teams within the company to understand, strategise and implement the most appropriate course of action for each account
• Working closely with Collections Management and the Head of Collections to review and develop recovery strategies
• Instructing, liaising and monitoring third parties such as debt collection agencies and Paralegals to ensure the best outcome is achieved
• Ensuring compliance with all appropriate legislation regulatory body guidelines
• Adhering to our company policies and procedures
• Upholding iwoca’s company reputation at all times
• Updating databases and systems in order to keep an accurate record of activities, observations and outcomes within the recovery process
• The requirements

Essential

• Demonstrates curiosity to use and learn more about AI tools.

You’ll already be comfortable using AI tools in practical ways to help solve problems, increase productivity and improve quality of work, showing good judgement about when to use them and the ability to explain the reasoning behind that use.

• A level of German, C1 that allows you to feel comfortable talking to clients, negotiate arrangements and handle tense situations

We look for people who are smart, humble, motivated and who are always looking to improve.

Ideally you’ll have

• Nice to have 1 year debt recovery experience, ideally in the commercial/business sector
• Empathy, forbearance and professionalism
• Strong communication skills, accuracy and confidence
• The ability to deal with a variety of challenges, innovate and think on your feet
• Business acumen, entrepreneurial spirit with real enthusiasm for helping SMEs. Experience within the finance industry is advantageous.
• The salary

We expect to pay from 34.000 € — 46.000 € for this role. We routinely benchmark salaries against market rates, and run quarterly performance and salary reviews.

The culture

At iwoca, the best idea wins.

We model our culture on independent thinking, challenging untested logic, and evidence-based decisions.

We prioritise learning and growth, and give people the autonomy to develop in the direction that makes them most effective.

We're a tech company and believe in the power of AI to help us work faster and better.

We provide the infrastructure where every iwocan always has access to the best models and where those models have access to all of our data.

We will help our people to learn how to use and grow with the new tools available to them.

• The offices
• Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks.
• Events and community-led groups, including running groups, padel, and monthly ping‑pong and pool competitions.
• The benefits
• A smart, motivated and international team (we represent over 35 different nationalities) with ridiculous growth‑mindset.
• 26 days of vacation a year plus a free day for your birthday.
• One‑month fully paid sabbatical after 4 years.
• Mental health support with direct access to certified psychologists via our partner Open Up.
• iwoca takes over a ski chalet in winter so that you and your team can ski or snowboard (and work) for a week.

During summer we are drawn to the sun.

We’ve been to France, Italy, Spain, and further afield.

• Access to the gym membership program, €25 for either Fit711 or Urban Sports Club.
• €30 contribution towards the Deutschlandticket.
• Company Pension with Canada Life.
• Great office locations. In Frankfurt in the middle of the city, our Berlin office is located in Prenzlauer Berg.
• A paid volunteer day that gives you the opportunity to invest time to support a charity of your choice.
• Corporate Benefits discounts.
• ’iwocans’ also benefit from fully stocked fridges in our offices with whatever is needed to strengthen them. There are snacks (both healthy and less healthy) for the whole day.
• Learning and development
• A learning and development budget for everyone, including a book budget.
• Learning German budget.
• Company‑wide talks with internal and external speakers.
• Access to learning platforms like Treehouse.
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