Collections & Recoveries Advisor

The company Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are. That's why we built iwoca . Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed. We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive. We’re looking for a Collections & Recoveries Advisor This is an early arrears collections role. You'll spend your day speaking with business customers who have fallen behind on their loan repayments — having direct, sometimes difficult conversations to understand why a payment has been missed and discussing options to recover what's owed. It's commercial and target-driven, but done the iwoca way: we don't use a dialler, because we'd rather give you time to have meaningful conversations and find the right outcome for each account. The team The Collections & Recoveries team at iwoca is responsible for supporting customers who have fallen behind on repayments, with a focus on achieving fair, sustainable outcomes for both the customer and the business. The team takes a customer-first, solutions-oriented approach, working closely with small to medium business owners to understand their financial situation and discuss forbearance options available to customer. They balance empathy with commercial awareness, ensuring regulatory compliance while protecting iwoca ’s loan portfolio. Where you’ll work This is a hybrid role based in Leeds. For your first month you'll be in the office every day for training, with the expectation dropping to once or twice a week thereafter. The role Our advisors keep customers on track and step in when repayments don't go to plan. Through regular contact, you'll build relationships with customers in early arrears — understanding why payments have been missed, agreeing how to resolve them, and scheduling the next steps. iwoca 's advisors handle high levels of inbound and outbound calls, and sending emails and WhatsApp messages with the greatest level of care, in a diligent, professional and efficient manner and nare able to Negotiate, implement and monitor feasible repayment solutions that take into account the customersclient’s circumstances while balancing the best interests of the business A day in the life: - Working through your assigned portfolio of accounts in early arrears, managing outbound and inbound calls alongside email and WhatsApp correspondence - Understanding each customers unique circumstances you’ll discuss the options available to them - Whether it’s agreeing a little extra time for payment, or gathering supporting information to consider reduced payments, managing customer expectations is essential - Following up when an arrangement is broken and deciding the right next course of action. We empower you to own decisions on your portfolio. - Keeping clear, accurate notes and staying on top of your follow-ups and emails each day Requirements We look for people who are smart, humble, motivated and who are always looking to improve. Essential/You'll need: - Resilience, and the ability to stay calm and professional in difficult or confrontational conversations - Comfortable working towards individual targets and KPIs - A patient, empathetic and professional manner, especially in difficult conversations - Strong communication skills on both phone and email - High levels of accuracy and attention to detail - The ability to deal with a variety of challenges, inno