Collections/Payment Support Associate

the team, launch even better rewards, and expand beyond the UK. If that sounds good to you, you’ll probably like it here. 🎉 Sounds cool. What’s my part in this? We’re launching our brand new Cardiff Operations hub , and we’re looking for a Collections/Payment Support Associate to be one of its founding members. You’ll be on the front line supporting Yonder members who’ve fallen behind on payments or are experiencing financial difficulty. That means having real conversations, listening with empathy, and helping people find affordable, sustainable solutions that make sense for them. You’ll be part of a small, tight-knit team that’s building something new from the ground up. Shaping how we support members, learning as we go, and creating a model that could set the standard for the rest of the industry. If you’re passionate about helping people through tough moments , enjoy solving problems in real time , and like the idea of growing alongside a brand new team , this role could be a great fit. What you’ll do Here’s a flavour of what your typical week could look like: 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. Please note our shift patterns range from 7am-7pm including some weekends (but this could change) We believe that staying close with our members is a priority so you’ll be expected to do some live interactions which means being flexible is a must. You're a great fit if you ✅ 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. You won’t be a great fit if you 👎 See arrears as just debt collection – This role is about supporting, not chasing. If empathy and fairness aren’t your priorities, this won’t be for you. 👎 Prefer to just follow scripts – You’ll need to think on your feet, adapt, and handle each conversation based on the member in front of you. 👎 Shy away from change – Yonder moves fast, and this new Cardiff team will evolve quickly. You’ll need to be comfortable figuring things out as we grow. What’s it like working at Yonder? 🏢 We’re office-first, remote-friendly We’re coming to Cardiff soon, our new office in Brunel House is on the way. We’re in office at least 3 days a week, with everyone coming in on Mondays. During your first 6 weeks of training, you’ll need to come into the office full-time. 🤍 We take a values-led approach Our principles are incredibly important to us, so we recommend you check them out here: Our DNA 📚 We take development really seriously We have a pretty structured process for progression, with fortnightly one-on-ones and quarterly peer perspectives. We also take some time at the end of each week to reflect and celebrate what we’ve learned and achieved. What’s in it for me? Depending on your skill set and what you can bring from day one, you’ll be looking at: 💰 £26,869 - £29,648 annual salary depending on experience 📈 £15,148 - £18,762 stock options Plus ✈️ 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 💳 We’re all customers of our own product so you can get a Yonder membership as well What’s the interview process like? We take the candidate experience really seriously, so we’ve made the process as transparent as possible. We also promise to be super responsive, and will never leave you wondering where you stand for weeks on end. Here’s how it works: Stage 1: Intro call (60 mins): You will have an initial video call for us to find out more about you and to tell you more

about us. Stage 2: Technical Task & Values based interview (2 hours): This stage will be held either in our office or remote We’ll run through a live role play exercise where you’re the agent and we’re the member. This will take approximately 45-60 minutes. This will be followed by a values based interview: We’ll want to learn more about how you work - we’ll ask you questions related to our principles ( Our DNA ). This stage will be with two people from our wider team. This will take approximately 60 minutes. Stage 3: Following reference checks, ideally with a previous manager, if everyone’s happy we’ll make you an offer to join us - YAY! 🎉 We hope to always give you a decision between each stage within 24 hours (where possible) Other things to know: We love closing the feedback loop at Yonder. You can expect specific feedback on our decision from Stage 2 onwards, and you can always ask for more. We must complete the right to work, credit checks, and criminal background checks for every new Yonder-er for compliance purposes because we handle sensitive customer data. We also do reference checks, ideally with your most recent manager on the phone. We like to move quickly at Yonder, so we will be ready to onboard you once the above checks are complete - the entire process can take between 2 - 6 weeks. 🌈 We know that diverse teams build better products. If you’re from an under-represented community, we’d especially love to hear from you. 👉 Even if you don’t feel 100% qualified, please do apply anyway. Your attitude and desire to grow are just as important as your experience. Department Member Support Locations Cardiff, UK Remote status Hybrid Employment type Full-time About Yonder Our mission is to empower people to build financially rewarding lives. We've built an award-winning debit and credit rewards card that allows members earn points on everyday purchase to use on extraordinary travel, flights, dining, entertainment, wellness, and shopping experiences at premium and emerging brands worldwide, all with no FX fees and more. Founded in 2021 Co-workers 50 Apply for this job Member Support · Cardiff, UK · Hybrid Collections/Payment Support Associate Loading application form Career site Data & privacy Manage cookies yonder.com Employee login Candidate Connect login Already working at Yonder? Let’s recruit together and find your next colleague. @yonder.com Log in Applicant tracking system by Teamtailor

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