Collections Agent (Hybrid)
Zopa
London, UK
Posted on Mar 6, 2025
The Collections & Recoveries Team is a specialist group within Zopa's highly regarded customer services, assisting with the initial stages of borrower arrears to maximise the recovery of new arrears cases.
We are looking for Collections & Recoveries Specialists to join the team. You will be joining a friendly and supportive group who are our Customer Champions, dedicated to caring for our customers and reflecting that commitment in everything they do.
Please note that you will be required to work on a shift rota:
Monday - Friday:
08:00 - 16:30
09:00 - 17:30
10:00 - 18:30
11:30 - 20:00
This is a hybrid role, requiring at least one day a week in our office.
A day in the life:
- Making outbound calls through a dialler system to discuss repayment of the borrower’s outstanding arrears
- Receiving inbound calls regarding account queries, handling disputes, taking payments and setting arrangements
- Responding to customer and third-party emails
- Administrative work dealing with correspondence from third parties such as debt management companies and insolvency practitioners
- Completing and reviewing income and expenditure forms with the view of agreeing realistic payment plans based on borrower affordability
- Signposting borrowers with financial difficulties to not-for profit debt agencies
- Speaking with Vulnerable customers, discussing their circumstances and providing relevant assistance and support tailored to their needs
About you:
- You will have previous experience of working in a customer focused environment, with telephone/call centre duties ideally in a debt recovery/collections role
- You may have previous experience in Auto/Motor recovery experience however this is not essential
- You will be familiar with FCA regulation, data protection, and anti-money laundering principles
- You will have excellent oral and written communication skills
- You will be punctual and flexible in adapting to changing environments based on role requirements
- You must be confident in using Microsoft Office such as Outlook, Excel and Word
- You are friendly and empathetic
- Excellent team-player who can work independently and adapt well to change
- You are compassionate, grounded, logical and objective; able to follow through on difficult decisions
We're on the move!
Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office at least one day a week.
You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.