About Jaja
Our Mission: Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.
Our Company Values: Care Deeply, Adapt & Thrive, Challenge everything, Go for it Own it, Make it Simple.
Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.
We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.
We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.
This is a full-time hybrid role (37.5 hours, Monday-Friday), with two office-based days per week- which you can choose to best suit your schedule.
We're hiring a collections agent to join us during an exciting phase of growth and transformation. Whether you're an experienced collections professional or have customer service experience in a financial setting, your attitude matters most- If you're willing to learn, motivated, and a confident communicator, our excellent training will set you up for success. You'll support customers across a range of situations including arrears, overlimit, persistent debt, and vulnerability. While the role is primarily phone-based, you'll also have the opportunity to work across emerging multi-channel platforms as the department evolves. If you have career aspirations, there's real opportunity to grow - We have an Operations team full of success stories and a strong track record of progressing talent. We value energetic team players who are resilient to change and hungry to learn, all while delivering best-in-class customer journeys.
Key Accountabilities:
* Support customers across collections channels (chat, phone, email, and written) with empathy and understanding.
* Assess customer situations to agree on sustainable, affordable payment solutions.
* Tailor your approach for vulnerable customers to ensure exceptional service.
* Share ideas to improve collections processes and adapt quickly to change.
* Manage varied workloads across the customer journey and solve problems proactively.
* Maintain accurate records in line with company and regulatory standards.
* Share customer feedback to help improve Jaja's services and processes.
* Meet quality and compliance standards while delivering great customer experiences.
* Collaborate with your team to meet goals and deliver timely service.
* Stay up to date on products, services, and operational changes.
* Work towards individual and team KPIs and SLAs.
Essential skills and Experience
* Experience in collections or customer service, ideally within a credit card or lending environment, is preferred.
* Knowledge of regulations and requirements associated with collections, within financial services.
* Strong verbal and written communication skills
* Comfortable working within a fast past, changing environment
* Experience working on technologies associated with a call centre (diallers, customer portals etc)
* A problem solver – someone comfortable identifying issues and working towards a resolution.
Why Join Us?
This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.
We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech-savvy dreamers who pave way for the new stuff. Come as you are and be yourself
What's in it for you?
* The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
* Competitive salary
* Potential for part time working around other / family commitments
* Pension contributions
* Bonus potential
* Private medical cover
* 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
* 4x life insurance cover
* Employee assistance program