humm group
Customer & Collections Officer
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We Dream. We Design. We Deliver.
hummgroup (ASX-HUM) is one of Australasia's most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of buy now pay later, credit cards, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.
Humm Group Ltd is the UK subsidiary which is responsible for the proposition launched into the UK market.
About the Team
Our UK Operations team is responsible for delivering exceptional customer experiences across the entire customer journey. From helping customers with everyday enquiries to supporting those experiencing financial difficulty or vulnerability, we are committed to treating every customer fairly and providing practical solutions that make a difference.
About the Role
The role will play a key part in delivering excellent customer service, supporting collections activities, and identifying opportunities to improve customer and operational outcomes.
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What Does an Average Day Look Like?
You would be:
- Deliver exceptional customer service across the full customer lifecycle.
- Handle customer, retailer, and collections enquiries through multiple channels, providing timely and effective resolutions.
- Support the ongoing maintenance and enhancement of collections strategies.
- Identify opportunities to improve customer experiences and operational efficiencies.
- Work collaboratively with internal stakeholders to ensure compliance with regulatory obligations and fair customer outcomes.
- Escalate and resolve complex customer issues, ensuring appropriate support is provided.
About You …
You're passionate about helping customers and delivering positive outcomes. You bring strong communication skills, sound judgement, and a customer-first mindset. You thrive in a fast-paced environment, enjoy solving problems, and can balance empathy with commercial and regulatory requirements.
We're also looking for someone who also has:
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Essential
- Experience within UK financial services, customer service, collections, or customer operations.
- Understanding of Consumer Duty and fair customer treatment principles.
- Strong communication and relationship-building skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Empathy and resilience when supporting customers through challenging circumstances.
Desirable
- Knowledge of collections strategies and lifecycle management.
- Experience working with digital customer service tools, including live chat.
- Experience developing online customer help content or FAQs.
- Experience using customer service or collections platforms.
Why Join Us?
- Be part of a growing fintech shaping the future of digital payments in the UK.
- Work in a collaborative and supportive team environment.
- Have the opportunity to influence customer experience and operational improvements.
- Join a business that values innovation, ownership, and continuous learning.
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