Collections Agent - 6month FTC

London /
Service Excellence – Collections & Recoveries /
Employee - FTC
/ Remote
Our Story
Hello there. We’re Zopa.
We began our journey in 2005 with the drive to deliver customer-first financial products. Fast forward to 2020, we shifted gears and became a digital bank, leveraging our customer knowledge, money expertise and technical agility to forge ahead. Our diverse team is united by a mission to create simple, fair and honest financial products that have the customers’ needs at their heart.
We’re regularly recognised at industry awards for our game-changing products and are proud to be one of the market leaders in consumer lending in the UK. But our work doesn’t stop there. 
After securing £220 million in our 2021 funding round led by SoftBank, we’ve entered the next stage in our journey. So far, we’ve lent out over £8 billion and made money work better for over half a million people across the UK who were looking to borrow or save with us. In less than 2 years after becoming a bank, we hit £2 billion in customer deposits and we’re also a top 5 credit card issuer in the UK. And this is just the beginning.
We’re set on achieving big things with ambitious growth targets to match. This means there's a range of opportunities for you to excel and develop through a career at Zopa, while building better banking products that truly matter to our customers.   
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa. For a closer look at our culture, check out our latest video here. And if you want to join us, have a look at our current open roles!

The Collections & Recoveries Team are a specialised team within Zopa's highly recommended customer services, assisting with the borrower arrears.
You’ll will be joining a friendly and supportive team. This core team are our Customer Champions and care about our customers and reflect that in everything you do. 
Please note you will be required to work on a shift rota:
Monday - Friday

A day in the life:

    • Speaking to customers on live chat
    • Making outbound calls through a dialler system to discuss repayment of the borrower’s outstanding arrears
    • Receiving inbound calls regarding account queries, handling disputes, taking payments and setting arrangements
    • Responding to customer and third-party emails
    • Administrative work dealing with correspondence from third parties such as debt management companies and insolvency practitioners
    • Completing and reviewing income and expenditure forms with the view of agreeing realistic payment plans based on borrower affordability
    • Sign-posting borrowers with financial difficulties to not-for profit debt agencies
    • Find out more about life at Zopa HERE!

About you:

    • You will have previous experience of working in a customer focused environment, with telephone/call centre duties ideally in a debt recovery/collections role
    • You may have previous experience in Auto/Motor recovery experience however this is not essential
    • You will be familiar with FCA regulation, data protection, and anti-money laundering principles
    • You will have excellent oral and written communication skills
    • You will be punctual and flexible in adapting to changing environments based on role requirements
    • You must be confident in using Microsoft Office such as Outlook, Excel and Word
    • You are friendly and empathetic
    • Excellent team-player who can work independently and adapt well to change
    • You are compassionate, grounded, logical and objective; able to follow through on difficult decisions

Flexible working? Yes please!

Whether you want to come into our open-plan, riverside London Bridge office or work from the comfort of your own home (or both!), you’ll be able to decide on an approach with your manager, looking at what works best for you, your role and your team.

Not only that – you'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one. 

*Subject to having the right to work in the country of choice

To thrive here, you’ll need to:
Champion our customers. Whatever your role, you’ll be close to our customers. We care passionately about doing the best for them.
Help us make fearless choices. Our environment is fast-paced, agile and open. You’ll solve interesting and challenging problems, and be trusted and empowered to bring your ideas to life.
Walk the talk. Like us, you’ll be honest, stick to your promises and face the tough moments head-on.
Win smarter. You’ll be always on the lookout for a better way of doing things, going beyond ‘good enough’ and welcoming different points of view.
Be in it together. You’ll join an ambitious, diverse and all-round approachable team with a mix of ideas and talents who inspire each other to be better every day.

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to great products and unique company culture. We simply can’t expect to empower our customers to better manage their money without challenging the current status quo. Creating the best place for money is no easy task, which is why we need talent from all walks of life.