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, making sure every interaction feels 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 closely with your team, sharing ideas, spotting patterns, and helping us refine how we do things 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.

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 a 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 towards sustainable solutions.
Communicate with clarity and confidence – You enjoy talking to people, whether that’s on the phone or in writing, and can make complex things sound simple.
Enjoy building something new – You’re excited by the idea of 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 – Maybe you’ve done this before in a bank or fintech, or maybe you’re newer but have the right mindset and people skills to learn quickly.
Thrive in a fast-paced environment – You like variety and are comfortable switching between calls, emails, and operational tasks in a single day.

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 being with Yonder for 1 year
Learning & training allowance (£750/year) that you can use on books, courses, etc
Cycle-to-work scheme
Yonder membership for employees

Collections, Payment Support Associate

Key skills