Senior Collections Advisor

Abound

. Handle multiple live customer chats .

Posted 11/12/2026full-timeMilton Keynes • United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer-facing advisory roles, particularly in managing customer arrears and understanding FCA regulations. Proficient in assessing customer affordability and identifying vulnerability while maintaining accurate records and delivering on KPIs.

Highest-signal resume keywords

Customer-Facing Advisory ExperienceFCA Regulation KnowledgeDebt Solutions AwarenessAnalytical ThinkingAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Affordability AssessmentDebt Solutions ManagementRecord KeepingStatement InterpretationPayment Plan Agreement

Soft Skills

Strong Team PlayerAnalytical ThinkingAttention to Detail

Tools & Technologies

Dialler SoftwareOpen Banking SoftwareMicrosoft OfficeExcelTeams

Industry Keywords

FCA RegulationCONC7DPA RequirementsPayment ArrangementsDMPsIVAsTrust DeedsDROsBreathing SpaceCustomer Vulnerability

About the role

Key responsibilities & impact

Handle multiple live customer chats
Receive and make telephony calls from customers requiring assistance with their loans
Support omnichannel communications including live web chat, email, SMS, and inbound and outbound phone calls using dialler software
Assess customer affordability using Open Banking software
Agree and set affordable payment plans with customers
Process cases when customers pursue 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 provide suggestions as part of continuous improvement
Update account details and maintain accurate records
Escalate cases to senior staff when necessary
Identify and support customers showing signs of vulnerability
Balance credit and conduct risk to deliver appropriate customer outcomes

Requirements

What you’ll need

Experience as a customer-facing advisor dealing with customers in arrears with credit products
Good understanding of FCA regulation, including CONC7 and DPA requirements
Awareness of debt solutions including Payment Arrangements, DMPs, IVAs, Trust Deeds, DROs, and Breathing Space
Understanding of customer vulnerability and how to identify and manage it
Comfortable working with statements and ledgers to interpret transactions
Familiarity with Microsoft Office products, including Word, Excel, and Teams
Very strong attention to detail and regard for consistency
Strong team player able to deliver tasks within team SLAs
Familiarity with KPIs, targets, and quality assurance requirements
Ability to work 3 days per week in the Milton Keynes office and attend the central London office once a month
Ability to work in the United Kingdom or meet applicable UK employment visa requirements

Benefits

Comp & perks

Equity / everyone owns a piece of the company
Hybrid working with 3 days a week in the office
25 days’ holiday per year, plus 8 bank holidays
2 paid volunteering days per year
One month paid sabbatical after 4 years
Employee loan
Free gym membership
Team wellness budget for shared activities