Collections​/Support Associate

Overview

What’s Yonder? We’re building the financial membership of the future, combining credit and debit in one fair, flexible, and enjoyable experience. We’ve raised £23.4M (Sept 2024) to grow the team and expand beyond the UK. If that sounds good, you’ll probably like it here.

Sounds cool. What’s my part in this? We’re launching our brand new Cardiff Operations hub and are looking for a Collections/Payment Support Associate to be one of its founding members.

Here’s a flavour of what your typical week could look like:

• Reach out to members who’ve fallen behind – make outbound calls to understand what’s going on and help find the right way forward.
• Agree affordable forbearance options – work with members to create realistic repayment plans or other support tailored to their needs.
• Respond with care and clarity – handle inbound calls, chats, and emails, ensuring every interaction is personal, helpful, and fair.
• Support third-party processes – process messages from debt management companies and other partners who help support our members.
• Collaborate and improve – work with your team, share ideas, spot patterns, and help refine how we operate as the Cardiff team grows.
• Represent Yonder’s values in every interaction – be customer-obsessed, empathetic, and focused on doing the right thing for our members.

Shift patterns range from 7am–7pm, including some weekends (this could change). You’ll be expected to do some live interactions, so flexibility is a must.

• Get energy from helping people through tough situations – you care about people and want to make a genuine difference in their financial journey.
• Have a background in Financial Services – you care about people and want to make a genuine difference in their financial journey.
• Can balance compassion with accountability – you’re kind, but also confident setting boundaries and guiding members toward sustainable solutions.
• Communicate with clarity and confidence – you enjoy talking to people, on the phone or in writing, and can simplify complex concepts.
• Enjoy building something new – you’re excited by joining a small, growing team and shaping how we do things from the ground up.
• Have (or want to develop) experience in arrears or financial difficulty support – perhaps in a bank or fintech, or you’re eager to learn quickly.
• Thrive in a fast-paced environment – you like variety and can switch between calls, emails, and operational tasks in a day.

You won’t be a great fit if you

• See arrears as just debt collection – this role is about supporting, not chasing. Empathy and fairness are priorities.
• Prefer to just follow scripts – you’ll need to think on your feet and tailor conversations to each member.
• Shy away from change – this team will evolve quickly as we grow, and you should be comfortable figuring things out.

We’re office-first, remote-friendly. We’re coming to Cardiff soon, with a new office in Brunel House. We’re in the office at least 3 days a week, and everyone is in on Mondays. During your first 6 weeks of training, you’ll come into the office full-time.

We take a values-led approach. Check out our DNA and culture. We take development seriously with a structured progression process, fortnightly one-on-ones, quarterly peer perspectives, and weekly reviews of learnings and achievements.

Depending on your skills, you’ll have:

• £26,869 – £29,648 annual salary (dependent on experience)
• £15,148 – £18,762 stock options
• 35 holidays (27 days annual leave + 8 days public leave)
• Regular team-building trips and activities
• Private healthcare with Vitality, including mental health, dental & vision cover
• Up to 12 weeks enhanced parental leave after 1 year
• Learning & training allowance (£750/year) for books, courses, etc
• Cycle-to-work scheme
• Membership of Yonder product for you

We’ve made the process transparent and responsive. Here’s how it works:

• Stage 1:
  Intro call (60 mins) to learn about you and tell you more about us.
• Stage 2:
  Technical Task & Values-based interview (2 hours) in our office or remote.
• Live role play exercise with the member and a follow-up values interview.
• Sta…