Collection Agent (Customer Support)

About Bits:

Bits is an innovative fintech startup based in London, focused on promoting financial inclusion and providing credit-building solutions to individuals overlooked by traditional lenders. We are proud to have rapidly grown to support over 300,000 customers across the UK.

About the role:

As a Collection Agent in our Customer Support team, you will be responsible for communicating with customers regarding their accounts, helping them manage their payments, and ensuring a positive experience throughout the collection process. Your role is essential to our mission of helping customers regain control of their finances in a supportive and understanding way. The rate of pay is $8 an hour.

Responsibilities:

• Reach out to customers regarding overdue payments and negotiate repayment plans
• Provide exceptional customer service while discussing sensitive financial matters
• Assist customers in understanding their account status and payment options
• Document all interactions with customers accurately and maintain records in our systems
• Collaborate with cross-functional teams to address customer inquiries and resolve issues
• Implement collection strategies that align with company policies and regulatory guidelines

Requirements

• Previous experience in customer service, collections, or related roles is preferred
• Excellent communication and negotiation skills
• Empathetic and patient demeanor when dealing with sensitive financial situations
• Strong problem-solving skills and attention to detail
• Ability to handle challenging conversations with professionalism and tact
• Proficiency in using customer service software and databases
• Understanding of financial products and services is a plus
• High school diploma or equivalent; additional qualifications in finance or customer service are a bonus