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.