Collections Administrator

Location: Based in our Dalston office with flexibility to WFH

Reporting to: Collections Team Lead

Contract: Fixed Term Contract (3 Months), Full Time

Hours and Work Pattern: Normal hours are 37.5 hours per week. There will be some early and late shifts by rotation, and up to 2 Saturdays per month.

Salary: £28,860 per annum

About Fair Finance

Fair Finance is a social business with ambitious plans to revolutionise financial services to give everyone a fair chance. Our vision is to scale our alternative to the high-cost lending market and help reduce financial exclusion across the UK.

Over the last eighteen years Fair Finance has helped over a hundred thousand people escape the clutches of high-cost money lenders, start businesses or avoid eviction. Our work has helped influence Government policy and legislation, as well as demonstrate how purpose and profit can work together to change the financial system for the better.

The last few years of the pandemic and the Cost-of-Living crisis have really highlighted the importance of our work, and as such we have embarked on an ambitious program of growth and expansion to meet the challenges facing some of the poorest and most excluded in the coming years.

About the role

We are looking for a Collections Administrator with excellent communication skills and prior experience working directly with customers. They will have the ability to build rapport with customers by understanding and resolving their queries.

The successful candidate will play a crucial role in supporting the Collections Team by managing administrative tasks, maintaining accurate records, and ensuring effective communication within the department and with customers. The job holder will have strong organisational skills, attention to detail, and the ability to work well under pressure.

The successful candidate will be part of a friendly, caring and high-performing Collections Team, which is expected to learn complex information, handle a diverse range of tasks, demonstrate good time management skills and pay close attention to detail.

About you

You will have at least one year’s experience in an administrative role, and you will have excellent written and verbal communication skills. You will be able to build trust with our customers and remain calm and professional while dealing with a wide range of client circumstances and backgrounds.

You are keen to make a difference and contribute to Fair Finance’s mission of serving financially excluded communities.

Key Responsibilities:

• Support the Collections Team with administrative tasks which will include data entry, filing, and managing correspondence.

• Maintaining accurate records of customer accounts, arrears status, and communications.

• Handling inbound and outbound communications with customers and third parties regarding their arrears, including phone calls, emails, and letters.

• Collaborate with team members to improve processes and support the department’s objectives.

• Contribute to wider Fair Finance Projects to improve the customer experience.

• Any other duties as required by the Company that are commensurate with the position.

Skills and Experience

• A minimum of one year’s experience in an administrative role, ideally within financial services or for a customer facing organisation.

• Experience of handling a large volume of customers and dealing with a range of different people, either face-to-face or on the telephone.

• Excellent written and verbal communication skills and the ability to build rapport, understand the needs of clients and provide appropriate solutions and be accountable for them.

• Good organisational, numerical and tech skills, with solid time-management and the confidence to prioritise.

• A consistently calm and professional attitude while dealing with a wide range of client circumstances and backgrounds.

• A passion for Fair Finance’s mission to serve financially excluded individuals, and a desire to make a difference by working in a social business that puts clients before profits.

This job description may be amended from time to time to reflect the changing needs of the business.

Why work for Fair Finance?

• Fair Finance is a social business with ambitious plans.

• Over the last eighteen years Fair Finance has helped over a hundred thousand people escape the clutches of high-cost money lenders, start businesses or avoid eviction.

• Our work has helped influence Government policy and legislation.

• We have demonstrated how purpose and profit can work together to change the financial system for the better.

• We believe in employing, growing and building around exceptional people who share our values.

• We have created an environment where you can genuinely put clients before profits and make a difference to our clients’ lives.

• We will provide you with a supportive workplace surrounded by peers who want you to do well, with responsibility to make a real difference in the organisation and the opportunity to thrive and make the role your own.

• We are a diverse organisation full of people who understand the balance between achieving business objectives and our social mission.

• Our Head Office is in a shared workspace in Dalston, housing more than 300 creative businesses, social enterprises and charities.

• Hybrid working and work practice flexibility is offered.

Employee Benefits

• Annual holiday entitlement of 20 days in addition to UK public holidays.

• An additional paid day off for your birthday.

• Staff receive an additional 'WFH Allowance' to allow even greater location flexibility.

• Private Health Insurance.

• Perkbox access for a wide range of discounts.

• Employee Assistance Programme (EAP).

• Staff Loan Scheme (currently interest free).

• 3% matching contribution towards a stakeholder pension.