Collections & Financial Wellbeing Specialist

Overview

Kroo is building the first bank that is both trusted and loved by its customers. We are helping people take control of their financial future and achieve their goals while making a positive impact on the planet. At Kroo, doing what is right is in our DNA, we act with integrity and transparency, and we work together to achieve our goals.

How you’ll contribute

We are searching for a resourceful and enthusiastic Collections Specialist who will take a leading role in establishing the First Line Lending Operations function. This role will be key to delivering financial wellbeing for our customers and will report directly to the Collections and Financial Wellbeing Team Manager. The lending team helps Kroo achieve its mission and provides an opportunity to influence how we operate. If you’re ambitious, passionate about consumer credit, and eager to create something from scratch, we’d love to hear from you.

Responsibilities

• Communicate directly with customers via in-app chat, email and telephone
• Support the implementation of arrears, forbearance/collections and vulnerability procedures; take ownership of the successful delivery
• Play a central role in the day-to-day management of loan lifecycle events
• Help shape the Lending Operations function and support the Head of Business Operations and Head of Lending
• Produce reports on key metrics
• Liaise with the underwriting and lending policy teams to improve overall strategy and risk appetite

About You / Qualifications (desirable)

While not essential, the following experience and qualifications are highly desirable:

• Strong knowledge of 1st line processes, including experience with arrears, collections and vulnerability procedures
• Good knowledge of consumer credit practices and relevant FCA regulation
• 2 years experience working with consumer credit products as minimum
• Positive attitude and willingness to learn
• Experience working at a start-up
• Experience establishing lending operations in a fintech, bank or lending business

About Our Process

We are flexible with interview structure where needed; the general process is:

• People screen and quiz interview – 45 minutes
• Technical interview challenge with the hiring manager – 1 hour (optional in-person in London or via Google Meet)
• Head of Division interview – 45 minutes (optional in-person in London or via Google Meet)

Successful candidates after the technical stage will be invited to meet the team. Please let us know if you have any specific requirements so we can accommodate you.

Benefits

What we offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday, and 1 day off during your birthday week
• 3 personal days to use as needed
• Employer-sponsored volunteer program: up to 4 hours per month
• Mental health support: access to Spill
• Workplace pension with 5% employee contribution and 3% employer top-up
• Top-notch equipment (MacBook) and support for home office setup
• Modern office in Central London; hybrid work options
• Cycle to Work and Electric Car schemes
• Enhanced parental leave and room for growth
• Full healthcare for you and your family via Vitality

Hybrid Working

We operate a hybrid/flexible policy. The London office is available as a resource, with a mix of remote and in-office work. Working hours are 9:00 to 17:30, Monday to Friday. Regular commuting expenses to the office are not reimbursed. A shift pattern will evolve as the team grows.

Diversity and Inclusion

We are committed to a diverse and inclusive workplace. All employees are respected and supported, with reasonable adjustments available during the recruitment process.