Job Description

About Us

Formed in 2011, Oakbrook has brought together people with deep expertise in consumer lending, advanced analytics and forward-thinking technologists, with a shared belief that there is a better way to do consumer lending - by being more personalised and customer focused.



Our FCA regulated and consumer lending businesses are a leading partner to the aggregator market for consumer loans. Solving the borrowing needs of consumers, and connecting investors and funders seeking to finance consumer assets within their targeted risk-reward parameters.



We have a longstanding history of predictable performance for warehouse investors for our on-balance sheet lending, and forward flow lending options for investors and funders seeking to finance consumer assets without specialist consumer credit capabilities.



O6K, our business-to-business technology and analytics company, has built our proprietary technology platform from the ground up to support our own lending businesses, but is designed to offer white labelling and platform lending solutions for business partners.

Role Summary

Purpose of the Position

This is a pivotal role in the continued development of a world-class Consumer Lending business that is changing lending for the better by becoming the UK's most trusted and responsible Fintech provider. Every day we innovate together to provide tailored, affordable, and simple products that customers can easily manage and understand.



The purpose of this role is to provide digital-first support to customers who are experiencing financial difficulty - often at their most vulnerable moments. As a Digital Collections Specialist, you'll engage with customers primarily through messaging platforms such as WhatsApp, offering timely, compassionate, and tailored assistance. You'll take the time to understand each customer's situation, manage vulnerability with care and professionalism, and help them move toward sustainable and fair outcomes.



This is a unique team within the UK operation, specifically focused on high-value interactions that make a measurable difference for customers and the business. You'll also play a key role in testing new collections strategies, working closely with internal stakeholders to trial, learn, and optimise how we engage with customers in difficulty.



Every digital interaction is an opportunity to build trust, support resilience, and demonstrate that choosing Oakbrook was the right decision. You will directly contribute to our mission of responsible lending while helping the business meet performance, compliance, and customer satisfaction goals.



This is an exciting opportunity for a digital-savvy, customer-focused professional who is passionate about doing the right thing for vulnerable customers and shaping the future of collections through innovation and empathy.

Responsibilities

Manage inbound and outbound digital conversations, primarily through WhatsApp and other messaging platforms Support customers showing signs of vulnerability, identifying indicators of financial hardship or emotional distress and responding with appropriate, tailored support Assess customer affordability and provide responsible solutions, including forbearance or bespoke repayment plans Contribute to the design, testing, and refinement of new digital collections strategies aimed at improving customer outcomes and commercial performance Accurately record customer interactions and vulnerability considerations, ensuring data integrity and adherence to regulatory and compliance standards Champion best practices in identifying and managing vulnerable customers, escalating concerns appropriately and supporting fair outcomes Provide feedback on digital tools, conversation flows, and scripts to enhance the customer experience and operational efficiency Help improve self-serve solutions by identifying blockers or areas where digital journeys could be strengthened Consistently deliver high-quality service that demonstrates care, builds trust, and reinforces Oakbrook's reputation as a responsible lender

ABOUT YOU

Technical Skills

Strong experience in customer service or collections, preferably in a digital or non-voice environment Confident using platforms like WhatsApp and CRM systems to engage customers Awareness of FCA guidance and regulatory requirements, particularly around the fair treatment of vulnerable customers (preferable but not essential) Understanding of collections processes, including repayment plans and affordability assessment Ability to clearly explain options to customers in simple, reassuring language

Non-Technical Skills

High emotional intelligence, with a genuine desire to support people through challenging situations Skilled in identifying and sensitively responding to signs of vulnerability Strong written communication skills, with an ability to build rapport and trust through digital channels Attention to detail in record-keeping and customer interaction notes Resilient and calm under pressure, especially when dealing with complex or sensitive cases Self-motivated and adaptable, thriving in a test-and-learn environment focused on innovation and improvement Team player who shares feedback constructively and contributes to a supportive team cultureConduct

Oakbrook is regulated by the Financial Conduct Authority. The FCA set minimum standards of individual behaviour, as such you will be required to abide by the following conduct rules.



Rule 1: You must act with integrity.

Rule 2: You must act with due skill, care and diligence.

Rule 3: You must be open and cooperative with the FCA and other regulators.

Rule 4: You must pay due regard to the interests of customers and treat them fairly.

Rule 5: You must observe proper standards of market conduct.

Rule 6: You must act to deliver good outcomes for retail customers.


The Rules apply to the extent that it is reasonable and proportionate in the scope of your role, however, all colleagues are expected to strive to deliver good outcomes for our customers. You will be required to undertake regular compliance training, and we expect this to be completed within a timely manner.



Why join us?

Work with the Best

Become part of Blenheim Chalcot, a leading global venture builder, and gain hands-on experience alongside some of the brightest minds in the industry.

Challenge, Grow, Succeed

Tackle meaningful challenges and accelerate your career with tailored learning and development opportunities designed to help you thrive.

Comprehensive Benefits Package

Enjoy flexible benefits including Private Medical and Dental Insurance, Perkbox discounts, Electric Car Scheme, Life Assurance, a competitive Pension scheme, and more.

Generous Holiday Allowance

Start with 25 days of annual leave, plus your birthday off! You'll also earn an extra day each year you're with us, alongside long-service rewards such as complimentary Bupa health checks and enhanced pension contributions.

Vibrant Office Culture

Enjoy free snacks and refreshments in the office, and connect with colleagues at our regular monthly socials.