Job Description

Collections & Recoveries Advisor

Hybrid in London, UK

We’re looking for a Collections & Recoveries Advisor

We understand that every account needs to be handled based on their own unique circumstances. With this in mind, we don't use a dialler. We want to prioritise meaningful conversations with our customers and allow our advisors enough time to address the needs of each account.

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.

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 business owners to understand their financial situation and agree on realistic repayment plans. They balance empathy with commercial awareness, ensuring regulatory compliance while protecting iwoca’s loan portfolio.

The role

Our advisors are there for support and guidance when things don't go right! You will build relationships with customers through regular contact to validate, understand and resolve breaches of their loan agreements with customers whilst having purposeful conversations with customers in early arrears to recover payment or ascertain the reason for missed payment and scheduling the next steps accordingly.

iwoca's advisors handle high levels of inbound and outbound calls and sending emails with the greatest level of care, in a diligent, professional and efficient manner and are able to Negotiate, implement and monitor feasible repayment solutions that take into account the client’s circumstances while balancing the best interests of the business

Requirements

We look for people who are smart, humble, motivated and who are always looking to improve.

Ideally you'll have:

• Proven experience in debt recovery, ideally in the commercial/business sector in a call based environment

• Empathy, forbearance and professionalism

• 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, innovate and think on your feet

• Business acumen, entrepreneurial spirit with real enthusiasm for helping SMEs

Bonus:

• Experience collecting business debt

• Insolvency/litigation experience

• A track record of managing a large portfolio of debts

Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.

The salary

Our base salary range in London is £30,000 - £36,000. We want to pay all of our employees fairly, so that’s why we regularly benchmark salaries based on market rates and to recognise your increasing value to our business.

For the first month of the role to complete training, there is a requirement to be in the office three times per week. This will then drop to once/twice per week after completion of training.

The offices

We put a lot of effort into making iwoca a great place to work:

• Offices in London, Leeds, Berlin, and Frankfurt with plenty of drinks and snacks.

• Events and community-led groups, including running groups, padel, and monthly ping-pong and pool competitions.

The benefits

• Flexible working hours.

• Medical insurance from Vitality, including discounted gym membership.

• A private GP service (separate from Vitality) for you, your partner, and your dependents.

• 25 days’ holiday per year, an extra day off for your birthday, the option to buy or sell an additional five days of annual leave, and unlimited unpaid leave.

• A one-month, fully paid sabbatical after four years.

• Instant access to external counselling and therapy sessions for team members that need emotional or mental health support.

• 3% Pension contributions on total earnings.

• An employee equity incentive scheme.

• Generous parental leave and a nursery tax benefit scheme to help you save money.

• Electric car scheme and cycle to work scheme.

• Two company retreats a year: we’ve been to France, Italy, Spain, and further afield.

And to make sure we all keep learning, we offer:

• A learning and development budget for everyone.

• Company-wide talks with internal and external speakers.

• Access to learning platforms like Treehouse.

Useful links:

• iwoca benefits & policies

• Interview welcome pack

Whilst we welcome applications from all qualified candidates, please note that this particular position does not offer visa sponsorship. Candidates must be eligible to work in the UK independently.