Collections Support Agent

About Jaja

Our Mission:
Empowering our customers to buy, borrow, and build—driven by tech, fuelled by data, and built for the future.

Our Company Values:
Care Deeply, Adapt & Thrive, Challenge everything, Go for it! Own it, Make it Simple

Jaja is an innovative UK based consumer finance business, leading initially with a digital credit card launched in 2018, and a pipeline of consumer finance solutions in the making.

We are on a mission to redefine the consumer finance experience and liberate customers from needless complexity, wasted time and frustration. Or as we say it, Make Simple.

We will delight our customers – making the customer experience simpler, more enjoyable, more intelligent – treating customers fairly and giving them more control of their money.

This is a chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever.

We have a collaborative team structure fuelled by an exciting mix of people, welcoming experienced people from the industry with both feet on the ground and tech‑savvy dreamers who pave way for the new stuff. Come as you are and be yourself!

This is a full‑time hybrid role (37.5 hours, Monday-Friday), with two office‑based days per week- which you can choose to best suit your schedule.

We’re growing and transforming - and we’re looking for compassionate, confident communicators to join us on this exciting journey. Whether you’re an experienced collections professional or bring customer service experience from a financial setting, your mindset matters most. If you’re eager to learn, motivated to grow, and thrive in a supportive team environment, our excellent training will set you up for success.

In this role, you’ll support customers through a variety of financial situations including arrears, overlimit, persistent debt, and vulnerability with empathy and care. The role is split between phone-based activity and live chat functions. If you’re looking to build a career, there’s real opportunity to grow. Our Operations team is full of inspiring success stories, and we’re proud of our strong track record in developing talent.

We value team players who embrace change, are curious to learn, and are passionate about delivering exceptional customer experiences.

• Supporting customers across collections channels (chat, phone, email, and written) with empathy and understanding.
• Listening actively and assessing customer situations to agree on sustainable, affordable solutions.
• Tailoring your approach to support vulnerable customers with sensitivity and care.
• Sharing ideas to improve our processes and adapting quickly to change.
• Managing varied workloads and solving problems with confidence and creativity.
• Keeping accurate records in line with company and regulatory standards.
• Sharing customer feedback to help us continuously improve.
• Meeting quality and compliance standards while delivering outstanding service.
• Collaborating with your team to meet goals and support one another.
• Staying informed on products, services, and operational updates.
• Working towards individual and team KPIs and SLAs.

• Experience in collections or customer service, ideally within credit cards or lending.
• Understanding of financial services regulations related to collections.
• Strong verbal and written communication skills.
• Confidence working in a fast-paced, evolving environment.
• Familiarity with call centre technologies (diallers, customer portals, etc.).
• A proactive mindset - you enjoy solving problems and making things better.

• The chance to make a real impact in a growing business on a mission to change the face of the consumer finance industry forever
• Competitive salary
• Opportunity for flexibility to support work-life balance
• Pension contributions
• Bonuspotential
• Private medical cover
• 25 days annual leave (FTE) plus UK bank holidays and your birthday off (with an additional day added for each full calendar year worked, up to a maximum of 30 days).
• 4x life insurance cover
• Employee assistance program