Collections Specialist

About iwoca

iwoca provides flexible and responsive financial support to small and medium-sized enterprises (SMEs), utilizing advanced technology, data science, and exceptional customer service. Having supported over 100,000 businesses with upwards of £4 billion in funding, iwoca's goal is to assist one million SMEs in critical moments, fostering lasting contributions to their communities and economies.

Position Overview

We seek a diligent Collections Specialist to help optimize collection outcomes by thoroughly understanding customers' financial situations and implementing appropriate recovery actions that benefit both iwoca and its clients. This role requires handling a diverse portfolio of delinquent customer accounts within a fast-paced, customer-centric environment, ensuring top-quality service and compliance with regulatory standards.

Key Responsibilities

• Manage a high volume of overdue customer accounts with varied and unique circumstances from initiation to resolution.
• Engage with customers through inbound and outbound communication channels including calls, letters, and emails, executed with precision and professionalism.
• Develop positive relationships through continual contact aimed at verifying details, understanding breaches, and resolving repayment issues.
• Negotiate, establish, and monitor repayment plans tailored to customer circumstances while protecting the company's interests.
• Collaborate with multiple internal teams to strategize and apply appropriate recovery actions for each account.
• Partner closely with Collections Management and senior leadership to refine recovery strategies.
• Coordinate and supervise third-party agencies and legal professionals to ensure optimal recovery outcomes.
• Ensure strict adherence to applicable laws and regulatory guidelines throughout recovery processes.
• Maintain compliance with internal policies and uphold iwoca’s reputation at all times.
• Accurately record all activities, observations, and outcomes in databases and systems supporting the recovery workflow.

Candidate Requirements

• Proactive curiosity and experience in leveraging AI tools to enhance problem-solving, productivity, and work quality, with the ability to judiciously choose and articulate AI usage.
• Proficiency in German at a minimum C1 level, enabling confident client communication including negotiations and managing challenging interactions.

Preferred qualifications include approximately one year of debt recovery experience, ideally within the commercial or business finance sector, along with empathy, professionalism, strong communication skills, agility in addressing challenges, business awareness, entrepreneurial mindset, and a passion for aiding SMEs. Prior experience in the financial industry is a plus.

Compensation & Benefits

• Salary range from €34,000 to €46,000 annually, with openness to discuss individual salary expectations and regular salary reviews.
• Dynamic, motivated, and internationally diverse team environment (over 35 nationalities represented).
• 26 vacation days annually plus a free day for your birthday.
• One-month fully paid sabbatical after 4 years of service.
• Mental health support including direct access to certified psychologists.
• Seasonal team retreats including ski trips and summer excursions.
• Gym membership subsidies up to €25 (Fit711 or Urban Sports Club).
• €30 contribution towards the Deutschlandticket public transport pass.
• Company pension scheme with Canada Life.
• Conveniently located offices in Berlin (Prenzlauer Berg) and other German cities.
• Paid volunteer day to support charity work.
• Discounts through corporate benefit programs.
• Fully stocked office fridges with a variety of snacks.
• Learning and development opportunities including dedicated budgets for educational resources and German language courses.
• Access to company-wide talks and learning platforms such as Treehouse.

Work Environment

iwoca fosters a culture prioritizing independent thinking, critical evaluation, evidence-based decisions, and continuous learning and growth. The company integrates AI technology to empower employees to work efficiently and enhance their skill sets.