Collections Specialist - SME

About Marshmallow

We exist to make migration easy. A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why
, dismantle assumptions, and always take action to build a better way. A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change. If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

Move our mission, and your career, forward.

As our New Subject Matter Expert in Collections
, you will:

• Take ownership of the most complex, sensitive, or high-risk arrears cases, including vulnerability, affordability challenges, and escalated complaints
• Deliver tailored, sustainable repayment solutions aligned to Consumer Duty and FCA expectations
• Act as a subject matter expert for complex forbearance, vulnerability handling, and judgement-based decision making
• Provide structured coaching and day-to-day development support to less experienced colleagues, including 1:1s, case reviews, and live or near-live feedback
• Support the onboarding and development of new starters, helping them build confidence and consistency in regulated customer interactions
• Act as a point of escalation for complex case queries, sense checking decisions and outcomes before they are finalised
• Review colleague cases and interactions to identify learning opportunities and quality improvements
• Analyse trends in arrears performance, broken arrangements, QA findings, and complaints to highlight risks and improvement opportunities
• Work closely with Team Leaders, QA, and Compliance to reinforce standards and close capability gaps

• A confident, credible collections professional recognised for strong judgement and decision making
• Comfortable supporting and coaching colleagues earlier in their careers
• Able to give clear, constructive feedback that improves performance and quality
• Calm and empathetic when handling complex or sensitive customer situations
• Highly organised, able to balance individual case ownership with supporting others
• Trusted by peers and leaders as a go-to expert
• Curious and improvement focused, spotting patterns and acting on them
• Strong advocate for fair customer outcomes and regulatory compliance

• Significant experience in regulated collections, credit control, or debt recovery
• Demonstrated success handling complex, vulnerable, or high-risk arrears cases
• Strong understanding of FCA requirements, Consumer Duty, and Vulnerable Customer guidance
• Experience supporting the development of less experienced colleagues
• Excellent communication and influencing skills
• Strong written skills for case notes, feedback, and customer communications
• Confidence analysing QA insight and identifying improvement opportunities
• Preferred but not essential experience in insurance, motor finance, or claims-based recoveries

Role

Success in this role is measured through a combination of quantitative and qualitative metrics to ensure effectiveness in both debt recovery and customer experience. Key performance indicators (KPIs) include:

• Quality Assurance:
  High QA outcomes on specialist cases and measurable improvement in colleague quality following support
• Customer Outcomes:
  Fair, sustainable arrangements and reduced escalations
• Compliance:
  Zero material regulatory breaches
• Capability Uplift:
  Clear evidence of improved judgement and confidence among supported colleagues
• Team Contribution:
  Positive influence on standards, knowledge sharing, and continuous improvement

• Flexible working - Spend 2 days per week with your team in our new collaborative London office
• Competitive bonus scheme - designed to reward and recognise high performance
• Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want
• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4…