Customer Service & Collections Specialist @ selinafinance

About Selina At Selina Finance, our mission is to provide exceptional value with simple and flexible financial products. We’re achieving this by building a next-generation digital lender targeting homeowners across the UK. More than £2tn of equity value is locked up in UK homes, while homeowners still need to rely on high-interest-rate consumer loans, credit cards, or overdrafts. We believe this is unfair and unnecessary. We offer a financing product unlike anything else out there, one that is as flexible as a current account, as affordable as a mortgage, and as easy to apply for as a consumer loan.

We are building an incredible team and culture of high performance, development, reward and recognition, ready for the next phase of our adventure, and this is where you come in! 🌏 We have 19 different nationalities across our London + Manchester offices 🏆 Voted as ‘one of the fastest-growing businesses in the UK’ by Business Leader Growth 500 for 2025 🏆 Voted top 30 of ‘Tempos 100 best start-ups to work for 2023’ 🦾 Disability Confident Committed employer 🏆 BCorp Certified ✏️ Rated highly in our employee survey on:

• Workplace Culture
• Work Life/Balance
• Employee Recognition About the Role: We are looking for a highly empathetic, detail oriented and improvement minded Customer Service & Collections Specialist to join our servicing team in Manchester.

You will be our subject matter expert for customers experiencing temporary or long-term payment difficulty across our secured (second charge) and unsecured products, while also supporting day-to-day servicing enquiries when needed. This is not purely an operational role. You will own our arrears, forbearance and recoveries journeys end to end designing, documenting and continuously improving how customers move through them. You will also support QA and coach junior team members to deliver good forbearance outcomes for our customers. Although this role does not currently have direct line management responsibilities, as the department continues to grow, we foresee that the successful candidate will grow into a supervisory position.

Alongside this, the successful candidate will need to be adaptable, splitting their time between driving the team efficiency and providing hands-on customer service & collections support when needed. The position is suitable for someone who has a strong background in arrears, forbearance or recoveries and who has long term ambitions of growing into a supervisory role.

What will you be doing?

• Solutions-Focused Collections & Forbearance Proactively contact customers with missed payments or early-stage arrears to understand their current financial circumstances.
• Conduct detailed income and expenditure (I&E) reviews to establish accurate, realistic household budgets.
• Propose and set up affordable, sustainable repayment plans and forbearance arrangements (e.g., short-term contributions) in line with regulatory expectations.
• Hold a forbearance decision mandate and be the escalation point for complex and vulnerable cases Monitor ongoing repayment arrangements and maintain proactive contact with customers to support their return to financial health.
• Map, document & continuously improve the end-to end journey from first missed payment to resolution, litigation referral or recovery Use technology to reduce manual effort and improve outcomes Own forbearance toolkit and decision framework, contact strategy, customer communications and procedures Build and track arrears MI and present trends and risks to leadership Vulnerable Customer Support Actively identify indicators of vulnerability (e.g., physical or mental health changes, life events, financial shocks).
• Provide tailored, sensitive support, adjusting communication styles and solution pathways to meet each customer's specific needs.
• Process, Quality, and Compliance Conduct first-line-of-defence (1LOD) quality assurance checks providing feedback to colleagues Ensure all customer and collections activities strictly adhere to FCA guidelines, GDPR, Consumer Duty, and MCOB standards.
• Actively lead identifying process improvements, helping to streamline operations and enhance the overall customer experience.
• Collaborate with Assistant Customer Service Manager & Senior Customer Service Manager to ensure customer & collections workload is handled efficiently Omnichannel Customer Support Act as the primary, professional, and friendly point of contact for homeowners via phone, email, and web chat.
• Deliver high-quality support on general account servicing, statement requests, payment method updates, and product queries.
• Effectively triage and resolve complex customer escalations, preventing them from turning into formal complaints wherever possible.