Lendwise
Experienced Collections & Recoveries Manager
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Location: London EC4 (hybrid: 4 days in office; 1 day WFH)
Role Type: Full-time, Permanent
About Lendwise
Lendwise is a London-based, FCA-regulated peer-to-peer (P2P) lending platform specializing in Education Finance. We are a Fintech business with a mission-driven team dedicated to funding the ambitions of individuals pursuing professional qualifications and postgraduate education.
The Role
We are looking for an experienced consumer loans Collections & Recoveries Specialist to join our team. You will have 3+ years of hands-on experience within B2C lending (consumer credit / consumer collections & recoveries) with an understanding of the full collections lifecycle where you can confidently manage your own portfolio with limited supervision.
You should be comfortable dealing with everything from early arrears and customers experiencing financial difficulty through to long-term arrears, defaults, repayment negotiations, and accounts requiring legal or external recovery action.
The Person We Want
Please read the whole of this job description carefully and only apply if you meet the expectations required.
We are seeking a hardworking, dynamic, and versatile individual to join our team, who is experienced, confident, and commercially minded.
Someone who is comfortable picking up the phone and having a difficult conversation.
Someone who knows when to negotiate, when to challenge, when a customer genuinely needs support, and when an account needs to be escalated.
You should be organized, persistent, and comfortable being accountable for the performance of your own portfolio.
Most importantly, we want someone who is hungry and ambitious and wants to make an impact in a continuously growing business.
If you have experience working in B2C collections and recoveries, know your way around an arrears portfolio, and do not need constant direction to know what the next step on an account should be, we want to hear from you.
Key Responsibilities
Collections & Arrears Management
- Manage a portfolio of B2C loan accounts across early arrears, late arrears, and default.
- Proactively contact customers by telephone and email to understand the reason for non-payment and agree on appropriate next steps.
- Negotiate realistic and sustainable repayment arrangements while maintaining a strong focus on recovery.
- Review customer income, expenditure, and supporting financial information where required.
- Identify customers experiencing financial difficulty and assess appropriate forbearance options.
- Challenge customers appropriately where affordability or circumstances require further investigation.
- Maintain clear follow-up strategies and ensure accounts are actively progressed rather than allowed to remain unresolved.
- Take ownership of cases from initial arrears through to resolution, repayment, recovery, or escalation.
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Recoveries & Legal Escalation
- Identify when normal collections activity has been exhausted and an account should progress to formal recovery action.
- Prepare accounts for referral to solicitors, debt collection agencies, tracing agents, or other external recovery partners.
- Liaise with external solicitors and recovery providers and actively manage cases once referred.
- Review repayment proposals, settlement offers, and information received during the legal recovery process.
- Understand the practical stages involved in debt recovery, including pre-action activity, court proceedings, judgments, and enforcement.
- Maintain accurate records of legal and recovery activity, costs, payments, and next actions.
- Assist with domestic and international recovery cases where required.
Customer Financial Difficulty & Forbearance
- Hold detailed conversations with customers experiencing financial difficulty and properly establish their circumstances.
- Assess whether short-term or longer-term support is appropriate based on the information available.
- Recognize indicators of vulnerability and ensure cases are handled appropriately.
- Apply sound judgment rather than relying solely on scripted processes.
- Ensure decisions and customer communications are properly documented and can be supported if subsequently reviewed.
Portfolio & Operational Management
- Maintain accurate and detailed account notes, payment arrangements, and recovery strategies.
- Monitor promised payments and arrangements and take action where these are broken.
- Identify trends, recurring issues, and areas where collection performance or processes can be improved.
- Provide clear updates on arrears, defaults, recoveries, and higher-risk accounts.
- Work closely with Operations, Underwriting, Finance, Compliance, and other internal teams where required.
- Contribute ideas to improve collections strategies, processes, and customer outcomes.
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What We Are Looking For
Essential
- Around 3+ years of direct Collections and Recoveries experience, preferably within consumer lending, personal loans, consumer finance, banking, Fintech, or another B2C credit environment.
- Strong understanding of the consumer credit collections lifecycle, from initial arrears through to default and recovery.
- Strong telephone collections and negotiation experience.
- Experience managing your own portfolio or caseload with limited supervision.
- Confidence dealing with difficult, challenging, or disengaged customers.
- Experience assessing financial difficulty and negotiating repayment arrangements.
- Understanding of affordability, income, and expenditure assessments and appropriate forbearance.
- Good understanding of FCA expectations when dealing with customers in arrears or financial difficulty, including Consumer Duty and the principles of fair customer treatment.
- Strong written English with the ability to produce clear and professional customer and third-party correspondence.
- Excellent attention to detail and record keeping.
- Comfortable working with numbers, account balances, payment histories, and Excel.
Highly Desirable
- Experience within unsecured consumer lending or personal loans.
- Experience handling defaulted accounts and legal recoveries.
- Knowledge of the UK court and debt recovery process, including County Court claims, CCJs, and enforcement.
- Experience instructing or working with solicitors, tracing agents, debt collection agencies, or enforcement providers.
- Credit control experience alongside consumer collections experience.
- Experience dealing with vulnerable customers and more complex financial difficulty cases.
- Experience within an FCA-regulated financial services business.
- Exposure to international debt recovery.
Salary / other
- £37,500 - £45,000 p.a. (experience dependent)
- Health: Private Medical Insurance
- Pension: Auto-enrolment workplace pension scheme
- 25 days annual leave + Bank Holidays + Birthday off
All applications will be treated with strict confidentiality
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