Seasoned Customer Support Agent Credit Collections & Debt Recovery Specialist

About brighthush brighthush is a forwardthinking fintech pioneer that blends data science, artificial intelligence, and regulatory compliance to deliver ethical, techenabled financial solutions. Since our founding, we have been committed to empowering consumers with responsible credit products that fit their unique needs. Our culture is built on accountability, care, diligence, and collaboration, ensuring that every team member feels valued and every customer receives the best possible experience. Why Join brighthush Impactful Work Every call you handle helps a customer regain financial stability and confidence. Remote Flexibility Work from the comfort of your home in Georgia while staying connected to a vibrant, global team. Growth Opportunities We invest in continuous learning, mentorship, and career progression pathways. Inclusive Culture Diversity, equity, and inclusion are at the heart of everything we do. Competitive Compensation We offer a marketaligned salary, performance bonuses, and a comprehensive benefits package. Role Overview As a Customer Support Agent Credit Collections at brighthush, you will be the frontline advocate for customers whose accounts are due or overdue. Your mission is to guide them toward sustainable repayment solutions, ensuring compliance with FCA guidelines and a positive customer experience. You will manage both inbound and outbound calls, record detailed notes, and collaborate closely with crossfunctional teams to reduce defaults and delinquency rates. Key Responsibilities Handle inbound calls from customers across all recovery tranches with professionalism and empathy. Initiate outbound calls to discuss due and overdue accounts, offering affordable payment arrangements. Accurately document every customer interaction in the CRM system. Design and negotiate payment plans that align with customer affordability and regulatory standards. Drive measurable reductions in default and delinquency for assigned accounts. Build and maintain constructive relationships with customers and internal stakeholders. Ensure all outcomes comply with FCA regulations and benefit both the customer and brighthush. Meet or exceed department KPIs, SLAs, and quality assurance metrics. Collaborate effectively as part of a team while also thriving independently. Uphold high standards of performance and conduct, both personally and within the team. Support other departments to create a seamless customer journey. Provide actionable feedback to line managers on a regular basis. Essential Qualifications Minimum 1 year of experience in a customercentric environment. At least 1 year of experience in collections or recoveries. Background in the financial services industry. Familiarity with FCA guidelines and regulatory frameworks. Experience working with vulnerable customers. Resultsoriented mindset with a strong focus on customer satisfaction. Excellent verbal, written, and numerical communication skills. Strong team player with a collaborative spirit. High attention to detail and accuracy. Proficient listening and probing skills. Competent computer literacy and CRM proficiency. Preferred Qualifications Prior experience in a consumer credit environment. Basic knowledge of legal processes and procedures (e.g., Small Claims). Skills & Competencies Negotiation & Conflict Resolution Empathy & Emotional Intelligence Time Management & Prioritization DataDriven Decision Making Adaptability & Resilience CrossFunctional Collaboration Continuous Learning & SelfImprovement Career Growth & Learning Benefits At brighthush, we believe that your professional development is as important as your daytoday contributions. You will have access to Structured onboarding and mentorship programs. Regular training sessions on industry best practices, regulatory updates, and softskill development. Opportunities to transition into senior collections roles, customer success leadership, or compliance positions. Internal career pathways that encourage lateral moves across product, technology, and operations teams. Support for external certifications (e.g., Certified Credit Professional, FCA Compliance Specialist). Work Environment & Company Culture Our remote-first culture means you can work from anywhere in Georgia while staying connected through daily standups, virtual coffee breaks, and collaborative tools. We celebrate diversity, encourage open dialogue, and foster a supportive environment where every voice matters. Our core valuesAccountability, Care, Diligence, and Collaborationguide our interactions and decisionmaking processes. Compensation, Perks, and Benefits Competitive base salary aligned with Georgia market rates. Performancebased bonus structure tied to individual and team KPIs. Annual leave 24 days + 17 days of public holidays in line with Georgian law. Health and wellness stipend to support your physical and mental wellbeing. Flexible work hours within the Georgia shift windows (1100 am800 pm, 100 .