Collections and Recoveries Executive

About Zego

At Zego, we understand that traditional motor insurance holds good drivers back. It's too complicated, too expensive, and it doesn't reflect how well you actually drive. Since 2016, we’ve been on a mission to change that by offering the lowest-priced insurance for good drivers.

From van drivers and gig workers to everyday car drivers, our customers are the driving force behind everything we do. We’ve sold tens of millions of policies, raised over $200 million in funding, and picked up numerous awards, including Employer of the Year 2025 at The Insurance Post Awards.

Purpose of the Role

As a Collections and Recoveries Executive, you’ll play a critical role in supporting customers who are experiencing payment difficulties, with a strong focus on helping them maintain their insurance cover wherever possible. You’ll work directly with borrowers who are in arrears or at risk of falling behind, offering empathetic, compliant, and practical support.

This role is central to delivering Zego’s commitment to customer care, vulnerability awareness, and responsible lending. You’ll balance commercial outcomes with customer wellbeing, ensuring all interactions meet regulatory standards and treat customers fairly.

What you’ll be working on

Supporting customers in arrears or financial difficulty via phone, email, and live chat

Proactively contacting customers who have missed or are at risk of missing repayments

Assessing customer circumstances to identify vulnerability or hardship

Providing forbearance solutions, such as payment plans, temporary payment reductions, or deferrals, in line with policy and regulation

Clearly explaining repayment options, consequences, and next steps in a calm and supportive manner

Reviewing customer income, expenditure, and supporting documentation to inform fair outcomes

Accurately recording customer interactions, decisions, and agreements in internal systems and CRM tools

Working closely with Customer Service, Finance and Compliance teams to ensure consistent and compliant outcomes

Escalating complex or high-risk cases appropriately

Supporting continuous improvement of arrears and hardship processes

What you’ll need to be successful

Experience in collections, arrears, forbearance, or financial support roles (lending, credit, utilities, telecoms, or insurance backgrounds all welcome)

Strong understanding of treating customers fairly, vulnerability, and hardship support

Excellent personality attributes

High emotional intelligence and empathy

Masterful negotiations skills

Resilience and stress tolerance

Analytical thinking and financial literacy

Ethical integrity and compliance knowledge

Experience using CRM systems or collections / loan management tools

What it’s like to work at Zego

Zego has a truly international and inclusive team, unified by great ideas and collaborative thoughtfulness. Our people are the most important part of our story, and everyone plays an essential role in our journey. We value empathy, integrity, and curiosity, especially when supporting customers through challenging moments.

There’s plenty of room to learn and grow through ongoing training, exposure to subject-matter experts, and opportunities to develop within our expanding lending function.

How we work

We believe teams work best when they have time to collaborate and space to get things done, we call it Zego Hybrid.

You’ll mostly work from home, with quarterly meet-ups in our London or Halifax offices. We cover the costs for company-wide events (three per year) and provide a hybrid contribution to support additional travel. It’s a balance designed to support both collaboration and flexibility.

Our approach to AI

We believe in the power of AI to meaningfully improve how we work, helping us move faster, think differently, and focus on what matters most. At Zego, we encourage curiosity and responsibility in how AI is used to support better outcomes for our customers and teams.

This is you