Collections Support Agent bei JaJa Finance Ltd

About Jaja 

Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.

Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple. 

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making. 

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple. 

We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.

This is a full-time hybrid role (37.5 hours, Monday-Friday), with two office-based days per week- which you can choose to best suit your schedule.

We’re hiring a collections agent to join us during an exciting phase of growth and transformation. Whether you’re an experienced collections professional or have customer service experience in a financial setting, your attitude matters most- If you're willing to learn, motivated, and a confident communicator, our excellent training will set you up for success. You’ll support customers across a range of situations including arrears, overlimit, persistent debt, and vulnerability. While the role is primarily phone-based, you’ll also have the opportunity to work across emerging multi-channel platforms as the department evolves. If you have career aspirations, there’s real opportunity to grow - We have an Operations team full of success stories and a strong track record of progressing talent. We value energetic team players who are resilient to change and hungry to learn, all while delivering best-in-class customer journeys.

Key Accountabilities:

• Support customers across collections channels (chat, phone, email, and written) with empathy and understanding.
• Assess customer situations to agree on sustainable, affordable payment solutions.
• Tailor your approach for vulnerable customers to ensure exceptional service.
• Share ideas to improve collections processes and adapt quickly to change.
• Manage varied workloads across the customer journey and solve problems proactively.
• Maintain accurate records in line with company and regulatory standards.
• Share customer feedback to help improve Jaja’s services and processes.
• Meet quality and compliance standards while delivering great customer experiences.
• Collaborate with your team to meet goals and deliver timely service.
• Stay up to date on products, services, and operational changes.
• Work towards individual and team KPIs and SLAs.

Essential skills and Experience 

• Experience in collections or customer service, ideally within a credit card or lending environment, is preferred.
• Knowledge of regulations and requirements associated with collections, within financial services. 
• Strong verbal and written communication skills 

• Comfortable working within a fast past, changing environment 
• Experience working on technologies associated with a call centre (diallers, customer portals etc) 
• A problem solver – someone comfortable identifying issues and working towards a resolution. 

Why Join Us?

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever. 

We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself! 

What's in it for you?  

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever   
• Competitive salary   
• Potential for part time working around other / family commitments 
• Pension contributions 
• Bonus potential 
• Private medical cover 
• 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days). 
• 4x life insurance cover 
• Employee assistance program