Job Overview
Location
Frankfurt
Job Type
Full-time
Category
Product Management
Date Posted
June 21, 2026
Full Job Description
đź“‹ Description
- • Manage a high-volume portfolio of customer accounts in arrears, handling each case from initiation to resolution with attention to unique customer circumstances
- • Conduct inbound and outbound communications via telephone, email, and letter to customers in default, ensuring all interactions reflect the highest standards of customer service and accuracy
- • Build and maintain constructive relationships with customers through consistent contact to validate financial situations, understand barriers to payment, and resolve agreement breaches
- • Negotiate, implement, and monitor customized repayment plans that balance customer affordability with iwoca’s financial interests
- • Collaborate cross-functionally with internal teams to assess account histories, develop recovery strategies, and determine optimal actions for each case
- • Work closely with Collections Management and the Head of Collections to review performance, refine recovery approaches, and implement improved processes
- • Instruct, coordinate, and monitor third-party debt collection agencies and paralegals to ensure legal and effective debt recovery outcomes
- • Maintain strict compliance with all relevant legislation, regulatory guidelines, and internal company policies throughout the collections process
- • Accurately update and maintain internal databases and systems with detailed records of all customer interactions, outcomes, and actions taken
- • Utilize AI tools in practical, judgment-driven ways to enhance productivity, improve decision quality, and streamline case resolution workflows
- • Demonstrate strong business acumen and entrepreneurial spirit by applying deep understanding of SME financial challenges to every customer interaction
- • Uphold iwoca’s reputation at all times by delivering professional, empathetic, and solutions-oriented service to small business customers under financial stress
- • Contribute to a culture of continuous improvement by sharing insights, learning from team feedback, and adapting to evolving recovery strategies
🎯 Requirements
- • C1 level proficiency in German, enabling comfortable and professional communication with clients, negotiation of repayment terms, and handling of tense situations
- • Demonstrated ability to use AI tools practically to solve problems, increase productivity, and improve work quality, with clear reasoning behind tool selection
🏖️ Benefits
- • 26 days of vacation per year plus a free day for your birthday
- • One-month fully paid sabbatical after four years of service
- • Mental health support via certified psychologists through OpenUp
- • €30 monthly contribution toward the Deutschlandticket
- • Access to gym membership program (€25 monthly allowance for Fit711 or Urban Sports Club)
- • Company Pension with Canada Life
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About iwoca Limited
iwoca Limited is a UK-based fintech lender that provides short-term credit facilities and business loans to small and medium-sized enterprises through an online platform. Since 2012 it has funded more than ÂŁ3 billion across 50,000+ UK and German businesses, using data-driven underwriting to deliver decisions in minutes. The company is authorised by the Financial Conduct Authority and headquartered in London, with offices in Leeds and Frankfurt.
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