Job Description

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

We are a fast-growing, FCA-regulated consumer credit company. We have members, not customers, and we take a lot of pride in that.

As one of the UK’s only subscription finance companies, we have a genuinely unique proposition. Our mission is clear: to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we build and our educational content. We want our members, and everyone in the UK, to be better equipped to manage their finances and avoid high-cost, unregulated credit options.

We are a well-funded, diverse team representing more than 20 different countries, united by our belief in the product we are building and the service we provide to our members.

About the role

We are looking for an empathetic and motivated Customer Operations Executive – Forbearance to join our Bangalore Customer Operations team.

Our Forbearance team supports members who are experiencing, or expect to experience, financial difficulty. You will work directly with members who may have missed payments, fallen into arrears or need additional support to manage their commitments, helping them understand their options and agree fair, appropriate and sustainable solutions based on their individual circumstances.

We are particularly interested in people with previous experience in forbearance, collections, arrears management or agreeing payment plans, ideally within consumer credit, financial services or a fintech environment.

This is an omnichannel role covering phone, email, live chat, WhatsApp and casework. You will be expected to handle sensitive financial conversations confidently, assess individual circumstances, recognise vulnerability and additional support needs, and use good judgement to determine the appropriate next steps.

Consumer Duty is central to how we support our members. This means looking beyond simply completing a process or collecting a payment. You will be expected to act in good faith, avoid foreseeable harm, support members to pursue their financial objectives and focus on achieving good outcomes, particularly for members experiencing financial difficulty or vulnerability.

Responsibilities

• Supporting members experiencing financial difficulty: Manage inbound and outbound conversations across phone and digital channels, understanding each member’s circumstances, affordability and support needs before identifying appropriate forbearance options, payment arrangements or next steps.
• Delivering fair and sustainable member outcomes: Apply Creditspring’s forbearance policies and Consumer Duty principles to your decision-making, ensuring solutions are appropriate to the member’s circumstances rather than simply focused on payment collection. Communicate options clearly, check understanding and ensure members know what will happen next.
• Identifying and supporting vulnerability: Recognise indicators of vulnerability and additional support needs, adapt your communication and approach appropriately, maintain accurate records and escalate or refer members for specialist support where required. This may include signposting members to independent debt or financial support organisations.
• Owning member cases through to resolution: Take responsibility for member queries, payment arrangements, tickets and casework, completing actions accurately and within agreed service levels while maintaining clear and comprehensive records across our systems.
• Balancing performance with member outcomes: Work towards agreed productivity, quality, service-level and member satisfaction expectations, recognising that efficiency and volume must never come at the expense of fair treatment, appropriate support or the quality of the member outcome.
• Helping us continuously improve: Identify recurring member issues, process gaps and opportunities to improve our forbearance journey. Embrace technology, automation and AI-supported tools that can help us deliver simpler, faster and more effective member support, and work collaboratively across Customer Operations as Creditspring continues to grow.

Who you are

You have previous experience supporting customers experiencing financial difficulty, ideally within forbearance, collections, arrears management, payment plans or debt management. Experience within a UK financial services, consumer credit, lending or fintech environment would be particularly valuable.

You understand that effective forbearance is about more than collecting money. You can balance empathy with action, understand an individual’s circumstances and work towards an outcome that is appropriate, affordable and sustainable.

You will also bring:

• Confidence having sensitive conversations about money, missed payments, affordability and financial difficulty, including over the phone.
• A strong understanding of vulnerability and additional support needs, with the ability to recognise indicators and adapt your communication appropriately.
• An understanding of the importance of Consumer Duty, fair customer outcomes and treating customers in financial difficulty appropriately within a regulated environment.
• Excellent spoken and written English, with the ability to explain potentially complex or sensitive information clearly and build trust and rapport with members.
• Sound judgement and problem-solving skills, with the confidence to assess individual circumstances rather than relying solely on a scripted approach.
• Strong attention to detail and accurate record keeping, alongside the ability to manage multiple cases, systems and contact channels in a fast-paced operational environment.
• Confidence using technology and a willingness to adopt new systems, automation and AI-supported ways of working. Experience with platforms such as Dixa or Zendesk would be advantageous.
• A collaborative and adaptable approach, with a willingness to learn, respond positively to feedback and speak up when you see an opportunity to improve a member outcome, process or experience.
• Above all, you understand that excellent member support is not always about giving someone the answer they want. It is about listening to their circumstances, providing the right support and achieving a fair and appropriate outcome for them.
• Don’t meet all the listed requirements?
• Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so even if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply anyway.
• We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.
• Please note that the People Team is contactable only via people@creditspring.co. Unsolicited emails to other team members will not be actioned.