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Popular customer-operations role, Bangalore metro, omnichannel and fintech brand increases applicant competition.
Role requires consumer-credit forbearance experience and regulatory knowledge, limiting cross-industry transferability.
Regulated fintech forbearance role requires specific collections/forbearance experience and Consumer Duty knowledge.
Manage inbound and outbound contact with members experiencing financial difficulty, assessing circumstances and agreeing sustainable payment or forbearance solutions.
Apply forbearance policies and Consumer Duty principles to ensure fair, appropriate, and affordable outcomes beyond mere payment collection.
Own member cases through resolution, maintaining accurate records and escalating vulnerability issues, while meeting productivity and quality service standards.
Experience supporting customers in financial difficulty, forbearance, collections, arrears management, payment plans, or debt management.
Experience within UK financial services, consumer credit, lending, or fintech environment is highly preferred.
Excellent spoken and written English required to manage sensitive communications clearly and build trust.
Work Experience Required: Previous relevant experience in financial difficulty customer support roles as stated above.
Confident handling sensitive financial conversations across multiple channels including phone and digital platforms.
Strong understanding of vulnerability indicators and ability to adapt communication and support accordingly within regulated environment.
Comfortable using and adapting to new technology including AI tools and customer contact platforms like Dixa or Zendesk.