At Wagestream, we’re on a mission to bring financial freedom to frontline workers—empowering them with fairer, more flexible financial services. We partner with some of the world’s most recognised employers—Bupa, Burger King, Greene King, and the mighty NHS—giving over 3 million employees control over their earnings, budgeting tools, savings options, and even free financial coaching. All-in-one financial wellbeing super-app.
Wagestream is unique: VC-backed and growing at scale-up pace, but with a social conscience. Some of the world's leading financial charities and impact funds were our founding investors, and we operate on a social charter - which means every product we build has to improve financial health and reduce the $5.6bn ‘premium’ lower-income earners pay for financial services each year.
You’d be joining a team of over 200 passionate, ambitious people, across Europe and the USA, building a category-leading fintech product and all united by that same mission.
The Opportunity
We are seeking an experienced Senior Customer Team Lead to join our dedicated team, specialising in complex customer inquiries related to personal loans and credit cards. This crucial role involves providing expert guidance, resolving financial queries, and sensitively managing conversations, particularly those pertaining to debt collection and arrears.
As a Senior Agent, you will be a key point of contact, ensuring every customer interaction is handled with the utmost care, transparency, and adherence to regulatory standards, including the principles of Consumer Duty and treating vulnerable customers fairly.
Key Responsibilities
- Loan & Credit Card Support: Serve as a primary point of contact for standard and escalated customer inquiries regarding personal loans, credit cards, and associated financial products. This includes, but is not limited to, balance enquiries, payment schedule queries, payment queries or issues, product features, and application status updates.
- Debt Collection Management: Handle inbound chats and emails relating to overdue accounts and debt collection with a compassionate, professional, and compliant approach and liaise with our collections specialist team to escalate as required. Manage any debt management company or IVA queries and requests.
- Issue Resolution & Escalation: Proactively investigate, troubleshoot, and resolve escalated customer queries and challenging financial situations, demonstrating strong analytical and problem-solving skills. Identify root causes and implement effective, fair solutions, escalating to relevant internal teams (e.g., Compliance, Operations Leads) when necessary.
- Regulatory Adherence & Fair Outcomes: Ensure all customer interactions and proposed solutions align strictly with company policies, internal procedures, and relevant financial regulations, particularly the FCA's Consumer Duty, principles for vulnerable customers, and data protection (GDPR). Champion fair outcomes for all customers.
- Mentorship & Peer Support: Act as a subject matter expert and provide guidance and support to less experienced team members, sharing best practices and contributing to a culture of continuous learning and excellence within the support team.
- Operational Collaboration: Work closely with the Business Operations team, Product, and Compliance to provide frontline insights, identify systemic issues, and contribute to the improvement of operational processes and product features, particularly concerning customer interactions and regulatory compliance.
What experience you might have?
- Proven Experience: Minimum of [e.g., 2-3+] years of demonstrable experience in a customer support role within a regulated financial services or FinTech environment, with a strong focus on loans and/or credit cards.
- Debt Collection Acumen: Significant experience in handling debt collection inquiries, arrears management, and negotiating payment plans with customers in a compliant and empathetic manner.
- Exceptional Communication: Outstanding verbal and written communication skills, with the ability to explain complex financial information clearly and empathetically to a diverse customer base. Proven ability to handle difficult conversations with professionalism and resilience.
- Problem-Solving: Strong analytical and problem-solving abilities, with a track record of resolving complex customer issues efficiently and effectively.
- Proactive & Adaptable: A proactive approach to work, capable of managing multiple priorities in a fast-paced, evolving environment.
- Team Player: Ability to work collaboratively within a team, share knowledge, and contribute positively to team dynamics.
- Desirable: Experience with identifying and supporting vulnerable customers, or specific training in financial vulnerability.
Salary: The base salary for this role starts at £35,000 (depending on experience) + equity
What will we do for you?
- 25 Days Annual Leave in addition to public holidays (up to 5 day rollover), as well as flexible time off allowances for any ad-hoc childcare/family/caring needs
- 24 weeks' paid Maternity Leave and 4 weeks paid Paternity Leave for employees with over 12 months service
- Special Leave for In Vitro Fertilisation (IVF) and other fertility treatments
- Sabbatical scheme
- Paid leave to volunteer
- Private Healthcare including comprehensive mental and physical healthcare
- Salary sacrifice to pension, as well as bonus exchange to Pension: reap even more rewards of any bonus by paying into your pension & save on Tax and NI + added compound growth
- Season Ticket Loan
- Access to Salary Sacrifice Schemes via ThanksBen: THE Benefits marketplace. Choose the benefits you want, when you want. Pay less tax, receive more value, including: Workplace nurseries, Cycle to Work, Home and Tech Scheme and more.
- The best benefit of all, access to Wagestream!
At Wagestream we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Wagestream is an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, or veteran status.
