Collections Support Agent

We’re looking for a Collections Support Agent

At iwoca, we believe in supporting our customers through every stage of their journey. As a Collections Support Agent, you’ll provide the essential operational foundation that allows the wider team to focus on helping businesses get back on track. You’ll be the engine room of the department, ensuring correspondence and administrative processes run seamlessly.

We see this role as the perfect starting block for a career in Collections at iwoca. We’ve got a proven track record of people moving from this position into Collections and Paralegal roles, so we’re looking for someone who wants to develop, learn, and grow with us.

About us

Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are.

That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed.

We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive.

Our culture

We’re expanding fast across our offices in London, Leeds and Frankfurt. With all this growth, we’re looking for people who want to learn on the job and lead projects, knowing that your ideas will impact thousands of small businesses.

Your mission

• Supporting operational workflows: You’ll manage the intake of the Collections inbox and unassigned system tags, triaging incoming queries to the relevant team members to help us meet our 2-hour response target.

• Facilitating insolvency administration: You’ll support the Collections team by processing insolvency tasks as directed. This involves monitoring the insolvency inbox, accurately logging new cases, and passing relevant information to our external IP partners. You’ll be the administrative link, ensuring instructions from the team are actioned efficiently.

• Maintaining system and account accuracy: You’ll be responsible for a variety of system maintenance tasks to ensure our data remains pristine. This includes managing account lifecycle updates (such as finalising account closures), applying interest freezes, and clearing nominal limits to keep customer accounts tidy.

• Overseeing correspondence & post: You’ll monitor our automated letter generation process to ensure regulatory correspondence is sent correctly, performing quality checks on system-generated letters. You’ll also manage the physical post, ensuring that all incoming post and cheques are scanned and uploaded to the correct customer accounts immediately.

Requirements

We look for people who are smart, humble, motivated and who are always looking to improve. For this support-focused role, we’re looking for someone who loves detail and takes pride in keeping complex systems running smoothly.

Ideally you’ll have:

• Exceptional attention to detail: You take pride in accuracy, knowing that even small data errors can impact the wider team and our customers. You double-check your work to ensure high standards are always met.

• Strong organisational and time-management skills: You’re highly organised and capable of managing your own workload. You can handle multiple competing priorities and strict deadlines without letting things slip.

• Tech-savviness and adaptability: You’re digitally fluent and quick to learn. You’re comfortable jumping between different software systems and tools simultaneously, and you pick up new platforms with ease.

• Proficiency in data handling: You’re comfortable working with data and spreadsheets. You know your way around Excel or Google Sheets and can use them to organise tasks, filter information, and track progress efficiently.

• A proactive, problem-solving mindset: You don’t just follow instructions blindly; you look for solutions. You’re quick to spot when something doesn’t look right, and you take ownership of fixing it or raising it with the right person.

• Clear and empathetic communication: You’re a clear and collaborative communicator. You can work effectively with various internal stakeholders and external partners, ensuring information is passed on accurately and professionally.

Don’t take this list as prescriptive: it’s just to give you a sense of who might do well at the job. We’d still love to hear from you if you don’t hit every point on the list, or if you have other experience.

We want to pay all of our employees fairly, so that’s why we regularly benchmark salaries based on market rates and to recognise your increasing value to our business. Work-life balance is incredibly important at iwoca and we offer flexible working so you can make better use of your free time. This is a hybrid role in which you can split your time between the office and home.

We want to make iwoca a place where everyone feels welcome, where you can confidently be yourself. We understand that inclusivity, and diversity that comes through greater inclusivity, isn't an optional add-on; it's the core ingredient of what makes us great. We care about making iwoca a healthy and happy community for all of our team members to thrive in.

Visa sponsorship

Whilst we welcome applications from all qualified candidates, please note that for this particular position we cannot offer visa sponsorship. Candidates should be eligible to work in the UK independently.

Our benefits

We put a lot of effort into making iwoca a brilliant place to work:

• Offices in London, Leeds and Frankfurt.

• Events and clubs, like bingo, comedy nights, yoga classes, football…

• Two company retreats a year, we’ve been to France, Italy, Spain and further afield

• Plenty of drinks and snacks in our offices

We offer a wide range of benefits:

• Medical insurance from Vitality, including discounted gym membership

• 25 days’ holiday, an extra day off for your birthday and the option to buy or sell an additional 5 days of annual leave

• Instant access to emotional and mental health support with our partner, Spill

• Share options

• Generous maternity and paternity leave

• A nursery tax benefit scheme to help you save money

• Paid volunteering day to support your chosen charity

• Extra leave if you want to travel or study

• One-month fully paid sabbatical after 4 years

• Cycle-to-work scheme

• Electric car scheme

And to make sure we all keep learning, we offer:

• An L&D budget for everyone, including a book budget

• Company-wide talks with internal and external speakers

• Access to learning platforms like Treehouse if you want to learn to code