Collections and Financial Wellbeing Manager

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet. Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

About the Team

We’re a team of experts from technology, banking, customer experience, marketing, and legal fields, all working together with one goal: to build the best social bank in the world. We work closely as a team, always curious and focused on understanding what customers need so we can create solutions that make a real difference in their lives.

At Kroo, the collections team is a key part of making this happen. This is a hands-on role where you’ll not only help build an amazing team but also work directly with our customers to create meaningful change.

If you’re ambitious, passionate about shaping the future of consumer credit, and excited to create something new from the ground up, we’d love to hear from you!

What you’ll do:

We’re seeking an ambitious and hands-on Collections & Financial Wellbeing Manager to lead Kroo’s 1st Line Lending Operations. In this role, you’ll manage day-to-day collections operations, implement effective arrears and vulnerability management processes, and build a team that fosters financial wellbeing for our customers. As an escalation point for complex cases, you’ll also work directly with customers, especially in the early stages, ensuring high standards of service and support. Other responsibilities include: 

• Manage Lending Operations: Oversee the day-to-day operations of the 1st Line Lending Operations team, ensuring efficient management of customer accounts and serving as an escalation point for complex customer issues.
• Implement Collections Procedures: Develop and implement policies for arrears, forbearance, collections, and managing customer vulnerability, providing direct support on customer cases where necessary.
• Drive Cross-Departmental Collaboration: Partner with underwriting, lending, and product engineering teams to refine strategies that enhance the customer experience, improve lending practices, and manage risk effectively.
• Optimise Processes and Systems: Regularly evaluate and improve collections workflows, tools, and systems to support Kroo’s goals of operational efficiency and outstanding customer satisfaction.
• Produce Performance Reports: Compile and present management reports and performance metrics to support strategic decision-making within the business.
• Build and Develop the Team: Lead recruitment, training, and development of the team ensuring analysts are equipped to grow alongside Kroo’s expanding business.
• Champion Customer Wellbeing: Actively support Kroo’s commitment to customer wellbeing by balancing collections targets with empathetic, customer-focused approaches that align with our values.

Requirements

You’ll need to have:

• Strong knowledge of 1st line processes, including experience with arrears and collections procedures.
• Good knowledge of consumer credit, and the implications for organisations offering consumer lending products (overdrafts and loans)
• Experience training and managing customer service/ operations agents (ideally in the lending/credit space).
• 3 years experience working with consumer credit products
• Positive attitude and willing to learn.

You’ll have an advantage if you:

• Have worked at a start-up before.
• Have experience establishing lending and collections operations in a fintech, bank or lending business.

Benefits

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central London.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

Office/remote working

Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better and we are behind continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in London, which, when used for the right things, can be a useful and powerful tool. Currently we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: Your normal hours of work are 42.5 hours a week (09:00–17:30), including an hour for lunch each day, Monday to Sunday. You'll be expected to work typically 1 weekend a month; however, this is business needs dependent.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.