Collections Specialist

Who we are:

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 5 million customers. There are some exciting projects coming up and we’ve got big growth plans.

Want to join us?

About the role:

We’re hiring a Collections Specialist to join our Collections team. You’ll be the first line of support for customers facing financial difficulties offering tailored, empathetic solutions while protecting the integrity of our repayment processes. You’ll work closely with internal teams to ensure a smooth experience for customers and help us maintain strong collection performance.

This is a customer-facing role with exposure to data and operations. While not required, familiarity with tools like advanced Excel, SQL, or Python is a nice bonus that could help you grow and streamline your impact within the payments team over time.

Day-to-day responsibilities will include:

• Support financially distressed customers with helping them set up affordable and manageable repayment plans
• Proactively contact customers with outstanding balances across multiple channels (email, SMS, phone)
• Respond to payment and arrears-related queries escalated from Customer Service, Fraud, Complaints, Chargebacks and Finance
• Manage the queues your responsible for and keep accurate case records
• Collaborate with Customer Service, Operations, and Compliance to improve the customer journey and reduce friction
• Handle administrative tasks such as issuing debt management letters and capturing repayment data
• Suggest ways to improve day-to-day processes and help reduce delinquency rates
• Assist with mass communications (e.g., campaigns for financial distress customers)
• Escalate complex or sensitive cases to the appropriate teams
• Use data visualisation tools (Looker) to extract data related to Collections performance

What we’re looking for:

• Demonstrated customer-facing experience, preferred in Collections/ Payments related role
• Preferably experience using Intercom, Zendesk, or another similar CRM
• You must be a critical thinker and customer centric
• Data focused to drive actionable outcomes

Benefits.

Compensation & Savings:

• Pension scheme.
• Death in Service scheme.
• Income Protection.
• Share Options Scheme.
• 5% back on in-app purchases.
• £200 for WFH Setup.

Health & Wellbeing:

• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face).
• Prescribed medication.
• In-patient, day-patient and out-patient care.
• Mental health support.
• Optical, dental & audiological cover.
• Physiotherapy.
• Advanced cancer cover.
• Menopause support.
• Employee Assistance Programme including:
• Unlimited mental health sessions.
• 24/7 remote GP & physiotherapy.
• 24/7 helpline for emotional & practical support.
• Savings & discounts on everyday shopping.
• 1:1 personalised well-being consultations.
• Gym membership discounts.

Family Friendly Policies:

• Enhanced maternity pay.
• Enhanced paternity pay.
• Enhanced adoption pay.
• Enhanced shared parental leave.

Learning & Development:

• Professional Qualifications.
• Professional Memberships.
• Learning Suite for e-courses.
• Internal Training Programmes.
• FCA & Regulatory training.

Workplace Perks:

• Hybrid Working.
• Casual dress code.
• Workplace socials.
• Healthy snacks.