Collections Executive (temp opportunity)

Collections Executive (temp opportunity)

About Marshmallow
We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance - insuring over a million drivers - and we're scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

How we work
We're really proud of the culture we've created. We push for progress every day, because we know that we'll only hit big milestones by taking lots of smaller steps. We're always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer's needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. And autonomy and ownership are only possible with clear direction. That's why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we're as aligned as possible across functions, most of our work rolls up into three tribes; Acquisition, Retention & Claims. Each tribe has multiple teams embedded in it, working cross-functionally to do great work. We're so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

This is a temporary opportunity and we are looking for people who are immediately available and it comes with a hybrid way of working at our London Office.

The Collections Executive plays a crucial role in Marshmallow's financial health by recovering outstanding balances in a fair, responsible, and compliant manner. This role involves supporting customers through their repayment journey, offering tailored solutions that align with FCA regulations and the Consumer Duty.

As a Collections Executive, you will engage with customers in financial arrears, guiding them toward sustainable repayment solutions while maintaining a positive customer experience, even in challenging circumstances. By balancing negotiation, empathy, and compliance, you will help customers manage their obligations while protecting the business from financial risk.

What you'll be doing?

• Respond to customer queries across phone, chat, and email with empathy and clarity, maintaining Marshmallow's tone of voice.
• Engage with customers before and after policy cancellation to address outstanding balances and resolve any issues.
• Guide, negotiate, and influence customers to clear outstanding debt through tailored, supportive solutions.
• Follow structured workflows but exercise greater judgment to adapt solutions based on customer context.
• Handle customer complaints and resolve conflicts effectively.
• Prioritise multiple tasks while maintaining high-quality standards across interactions and case notes.
• Process and manage policy cancellations accurately and in line with internal procedures.
• Manage and submit chargeback evidence to resolve disputes promptly and compliantly.
• Collaborate with internal teams (e.g. Underwriting, Claims, Premium Finance) to resolve customer and debt-related queries.
• Support vulnerable customers and escalate complex cases to Specialists or Team Leaders when needed.
• Respond to internal Slack queries and support knowledge-sharing across the team.
• Identify recurring blockers or inefficiencies and raise improvement suggestions.

Who you are?

• Proactive and resilient, with strong communication and negotiation skills.
• Passionate about achieving fair outcomes for customers, especially those in financial difficulty.
• Comfortable taking the lead on difficult interactions and supporting colleagues with insight or guidance.
• Productive, efficient, and target-driven, balancing quality with performance.
• Excellent communication skills: listening, rapport building, and negotiation.
• A self-starter who adapts to changes and follows collections workflows.
• Proactive in finding solutions to problems without waiting for others.
• Passionate about Marshmallow's products and mission, using your enthusiasm to help customers clear debt and resolve issues.
• Comfortable contributing to process improvements.

What we're looking for from you?

• You have experience working in collections and managing arrears, with the ability to navigate complex customer interactions.
• You are goal-oriented and focused on meeting targets while ensuring positive customer outcomes.
• You possess strong communication skills, both verbal and written, and can negotiate effectively with customers.
• Preferred but not essential: prior experience in the car insurance industry, particularly managing outstanding balances arising from claims.
• You are a critical thinker who can find practical solutions to customer challenges while balancing company policies.
• You are a team player and can collaborate effectively with colleagues to achieve shared goals.
• You are self-motivated, adaptable, and comfortable experimenting with different working methods to meet business needs.
• You are committed to compliance, with a strong understanding of GDPR, FCA, and Consumer Duty regulations.

Our Process

• Initial call with a member of the Talent Acquisition team (15 minutes)
• A video interview with the Hiring Managers (45 minutes)

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.