Job Description

About Us

At

Loans by MAL

, we're on a mission to do consumer lending better.
We're a fast-growing, Bournemouth-based direct lender offering fair, flexible loans with a human approach -- no scripts, no call-centre cliches, just real conversations that help real people.

We're expanding our

Customer Retention & Support

team -- the people who step in when a customer's circumstances change and they need help staying on track. You'll play a key role in keeping customers out of financial difficulty, supporting them to repay sustainably, and protecting them from unnecessary hardship.

What You'll Be Doing

Engaging with customers who have missed or cancelled payments -- listening, understanding, and finding fair, sustainable solutions. Managing inbound and outbound calls with empathy, confidence, and accountability -- no aggressive collections, just real problem-solving. Working collaboratively with our in-house Credit, Compliance, and Customer Care teams to deliver great customer outcomes. Maintaining accurate records and ensuring every interaction meets

FCA

and

Consumer Duty

standards. Contributing to continuous improvement -- sharing insights on customer behaviours and helping us design smarter, more compassionate ways to collect.

Who We're Looking For

You've worked in

collections

,

retentions

, or

financial customer service

, and you genuinely care about doing what's right for customers. You're comfortable having honest conversations about money and finding win-win outcomes. You understand the importance of compliance, regulation, and treating customers fairly -- especially those who are vulnerable or under financial pressure. You're confident, organised, and motivated by hitting goals without compromising empathy or ethics*.
You thrive in a fast-paced, growing business where your ideas can make a difference.

What You'll Get

30,000 - 35,000 per year, depending on experience 25 days holiday + bank holidays Regular team socials & events Modern Bournemouth HQ with a collaborative, relaxed culture The opportunity to shape how a growing fintech lender supports customers in difficulty

Why This Role Matters

We're building a

new kind of collections team

-- one that balances empathy with effectiveness.
Every day, you'll help customers regain control of their finances and prevent them from entering formal debt solutions. You won't just collect payments -- you'll protect customers, safeguard outcomes, and be part of a lender doing things differently.

Sound like you?

Apply now and help us redefine what customer support in lending should feel like.

Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Work Location: In person