Customer Solutions and Collections Associate

At Selina Finance, our mission is to give people access to the wealth they have in their homes, and we’re doing that by building a next-generation digital lender – which all started with our home equity loan of credit product (HELOC). More than £2tn of equity is locked up in UK homes, yet homeowners still rely on high-interest consumer loans, credit cards, and overdrafts. We believe this needs to change. In 2024 we will build an incredible team focusing on high performance, accountability, development and recognition. We would like you to hear from anyone who feels they have the skills and ambition to be part of Selina!

Selina Finance understands that the secured lending landscape is changing and to be the industry-leading lender we want a Customer Solutions and Collections Associate who thinks differently. We are looking for individuals who put the customer at the heart of everything they do and understand the importance of embracing technology within their role. The ability to handle multiple scenarios of varying complexity is a key requirement along with having the confidence to make positive and appropriate decisions for our customers. If you enjoy a high volume fast-paced environment, we would like to speak to you!

We have quite a few things to be proud of:

🏆 Voted top 30 of ‘Tempos 100 best start-ups to work for 2023’

🌏 We have 19 different nationalities across our London + Manchester offices

🦄 Series B funded by leading VC funds

🦾 Disability Confident Committed employer

✏️ Rated highly in our employee survey on:

✔Workplace Culture

✔Work Life/Balance

✔Employee Recognition

What will you be doing?

• Take responsibility for tasks and customer interactions, ensuring consistent reliability and accountability for solving customers payment difficulties, getting our customers financially back on track

• Be clear, concise, and timely in your communications to ensure understanding among all customers and colleagues within agreed time scales

• Have a persistent & resilient approach to gain detailed knowledge of our servicing arrears processes

• Embrace a strong individual work ethic whilst being an integral part of a high-performing team

• Consistent personal development to elevate the customer experience and push your colleagues to be the best they can be

• Build effective relationships with key stakeholders to provide industry-leading service to all parties

• Actively develop yourself and those around you via frequent opportunities to shadow and collaborate with team members

• Shape the business through appropriate project participation and upskill yourself by engaging with our talented and diverse workforce

What we offer:

• £33,000 base salary 

• Bi-annual Bonus (discretionary)

• Growth Shares

• 25 days annual holiday

• Annual L&D budget

• Cycle to work scheme

• 3% pension contribution

• Monthly socials

• Free access to mental health support via ‘Spill’

• A choice of benefits that work for you courtesy of our benefits platform, ‘Thanks Ben’

• Annual £60 cycle allowance for Santander cycles or Evans (via ‘Thanks Ben’)

• Placed in the top 30 of ‘Tempos 100 best start-ups to work for 2023’

We are an equal opportunities employer and are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

We also welcome and encourage applications from traditionally underrepresented categories, and provide feedback to any candidate we interview, even if that feedback is speaking to another candidate being more suitable for the role.

What about you, what do you need to bring/have?

• Have at least 2 years experience within a collections/arrears role inside a regulated financial environment with a strong understanding of MCOB, GDPR and Consumer Duty

• Substantial experience in dealing with end-to-end mortgage arrears, including litigation, repossessions and recoveries

• Significant experience in mortgage arrears and forbearance arrangements

• A great communicator with the ability to manage conflicting and demanding situations with empathy, putting the customer at the heart of everything you do

• Supporting our vulnerable customers with a sensitive approach to unique situations

• Want to be involved in shaping a newly formed team, driving great customer outcomes

• Enjoy solving problems for customers and have a ‘Be kind, Be useful, Get-things-done’ mentality

• Acknowledging and learning from mistakes, embracing it as an opportunity for growth and development

• Customer obsessed attitude!