Senior Collections Advisor

• Fill a Senior Collections Advisor role balancing both credit and conduct risk while delivering the right outcomes for customers based on their individual circumstances. • Work alongside a small but rapidly expanding collections team in Abound's Milton Keynes office on a hybrid basis. • Support customers across omni-channel communications including live web chat, email, SMS, and phone, assessing affordability using industry-leading Open Banking software.

• Be an experienced customer-facing advisor confident at dealing with customers in arrears with credit products. • Have a good understanding of FCA regulation including CONC7 and DPA requirements. • Have an awareness of the broad range of debt solutions including Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, and Breathing Space. • Understand customer vulnerability and how to identify and manage it. • Be comfortable working with statements and ledgers to interpret transactions and help resolve customer queries. • Be familiar with Microsoft Office products including Word, Excel, and Teams. • Have very strong attention to detail and a high regard for consistency. • Be a strong team player who will help as required to deliver tasks within team SLAs. • Be familiar with KPIs, targets, and quality assurance requirements.

• Have experience using Open Banking software for affordability assessments. • Bring experience working with dialler software for outbound telephony. • Have experience dealing with third-party partners such as field suppliers, debt collection agencies, and insolvency portfolio managers. • Have experience in a fintech or digital-first lending environment.

• Handle multiple live customer chats simultaneously. • Receive and make telephony calls from customers requiring assistance with their loans. • Support omni-channel communications including live web chat, email, SMS, and phone both inbound and outbound including dialler software. • Assess customer affordability using industry-leading Open Banking software. • Agree and set affordable payment plans with customers. • Process on systems when customers advise they are pursuing alternative debt solutions. • Set promises to pay received through digital channels. • Deal with third-party partners including field suppliers, debt collection agencies, and insolvency portfolio managers. • Think analytically and give suggestions and ideas as part of continuous improvement. • Update account details, maintain accurate records, and escalate cases to senior staff if necessary. • Identify and support customers who may show signs of vulnerability.

Abound is one of the most exciting fintech stories in the UK right now. In just five years, the co-founders have built a profitable, fast-growing lending platform that was named the UK's number one fastest-growing tech company by The Sunday Times in 2026, with nearly 500% annual revenue growth. The company generated £69 million in revenue and £9 million in profit before tax in 2024, which is remarkable given that, among the top 15 high-growth UK companies tracked by Sifted, Abound was the only profitable one. They have secured £2.2 billion in lending capacity from Citi, Deutsche Bank, Waterfall, and others, and have been listed among the top 250 global fintechs by CNBC. What makes Abound especially interesting as a place to work is the leadership pedigree: Gerald Chappell was previously a Partner at McKinsey and EY, where he led digital lending and credit analytics solutions globally, while Dr Michelle He was a Director at EY with a PhD in machine learning. The broader leadership team brings experience from Goldman Sachs, Citi, Airbnb, and other major institutions. The UK Glassdoor entity sits at 4.6/5, with every single employee recommending it to a friend. What comes through in reviews is the flat structure, data-driven culture, quick career progression, and the chance to learn directly from seriously experienced leaders. Everyone gets equity ownership, a 30-day paid sabbatical after 4 years, a free WellHub membership, and plenty of team socials. A couple of things worth knowing: some Glassdoor reviews flag high targets and performance pressure, and Abound runs a hybrid model from its London offices rather than being fully remote. That said, if you want to be part of a profitable, rapidly scaling UK fintech where your work has a real impact on making credit fairer for millions of people, Abound is a brilliant place to do it.

• Receive equity ownership in the company. • Work hybrid with 3 days a week in the Milton Keynes office. • Receive 25 days holiday a year plus 8 bank holidays. • Take 2 paid volunteering days per year. • Receive one month paid sabbatical after 4 years. • Access an employee loan benefit. • Receive free gym membership. • Enjoy a team wellness budget for group activities. • Earn a performance bonus of up to 20%.

Abound is redefining consumer lending in the UK and beyond using advanced AI and Open Banking data to make fair, affordable personal finance available to more people. Rather than relying almost entirely on credit scores, Abound looks at the full financial picture to build a deeper understanding of each customer's situation. Having issued over £1.3bn in loans directly to customers with market-leading credit performance, the company reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from investors including Citi, GSR Ventures, and Deutsche Bank, Abound is recognised as one of Europe's fastest-growing fintechs.