We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

We're a rapid-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that!

As one of the UK’s only subscription finance company in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options.

We’re a world-class, well-funded, diverse team from over 20 different countries that believes in the product we’re building and the service we’re providing for our members. We’ve grown significantly in the last 18 months and are evolving our Marketing structure to reflect that.

About the role

We are looking for a highly motivated and empathetic Customer Operations Executive – Forbearance to join our Bangalore Customer Operations team.

Our Forbearance team supports members who may be experiencing financial difficulty, have fallen behind with payments or need additional support to manage their commitments with Creditspring.

This is an omnichannel role, so you will support members through a combination of phone, email, live chat, WhatsApp and ticket-based casework. You will need to be comfortable moving between different channels and balancing live member conversations with operational and administrative tasks.

You will take the time to understand each member’s individual circumstances, identify the right level of support and work towards fair, appropriate and sustainable outcomes.

This is not just about following a process. We want people who can listen, show empathy, use good judgement, take ownership and understand what a positive member outcome looks like.

Responsibilities

- Provide a best-in-class member experience across phone, email, live chat and WhatsApp, communicating clearly, professionally and with the Creditspring tone of voice.
- Support members who are experiencing, or expect to experience, financial difficulty, taking time to understand their individual circumstances and identify appropriate forbearance options.
- Handle inbound and outbound telephone conversations confidently, including potentially sensitive conversations relating to financial difficulty, missed payments and affordability.
- Process member queries, operational tickets and casework accurately and efficiently, ensuring actions are completed within agreed service levels.
- Take ownership of member queries and cases through to resolution wherever possible, ensuring members understand what will happen next.




- Recognise potential signs of vulnerability or additional support needs, responding with empathy and adapting your approach to meet the individual needs of the member.
- Accurately record vulnerability and relevant member circumstances in line with Creditspring policies and processes, escalating cases where additional or specialist support is required.
- Apply the principles of Consumer Duty to your day-to-day work, putting member needs and outcomes at the heart of the decisions you make.
- Act in good faith, help members avoid foreseeable harm and provide the information and support they need to make informed decisions.
- Ensure communications are clear and understandable, checking member understanding where appropriate, particularly when discussing financial difficulty or options that could impact them financially.
- Focus on achieving positive and sustainable member outcomes, recognising that the right outcome may be different depending on an individual member’s circumstances.
- Identify and appropriately support members who may benefit from additional financial or debt support, including signposting to relevant independent organisations where required.
- Work effectively across multiple systems and channels, prioritising workloads and balancing live member demand with ticket and case-management responsibilities.
- Meet agreed productivity, quality, service level and customer satisfaction expectations while ensuring that speed or volume never comes at the expense of the quality of the member outcome.
- Identify recurring member issues, pain points or process gaps and provide feedback on where we could improve the member experience.
- Look for opportunities to make our operations more efficient through improved processes, self-service, automation and technology.
- Embrace the use of new technology and AI-supported tools where these help us provide a faster, simpler and better experience for our members.
- Work collaboratively with colleagues across Customer Operations and the wider business to resolve complex member issues and continuously improve the way we work.
- Support general operational activities across Customer Operations where required, recognising that our roles and responsibilities will continue to evolve as Creditspring grows.

Who you are You have experience working in a customer service or customer operations environment. Experience within UK financial services, fintech,



lending, collections, debt management or forbearance would be advantageous but is not essential.

- You are a confident communicator and are comfortable supporting members across phone and digital channels, including email, live chat and WhatsApp.

- You are comfortable having sensitive conversations about money and financial difficulty.

- You understand the importance of vulnerability and treating members fairly, particularly where someone may require additional support.

- You are able to balance empathy with action, helping members understand their options and move towards an appropriate resolution.

- You have excellent verbal and written English communication skills.

- You are able to build rapport and trust with members over the phone while remaining professional.

- You are a creative problem solver who can analyse a situation and find appropriate solutions.

- You have strong attention to detail, understand the importance of accurate record keeping and are comfortable managing multiple tasks and working across different systems and customer contact channels.

- You can work well under pressure and maintain high standards in a fast-paced operational environment.

- You are comfortable working towards productivity, quality and service-level expectations.

- You are confident using technology and willing to learn new systems, tools and ways of working. Experience with customer service platforms such as Dixa or Zendesk would be advantageous.

- You are willing to receive feedback, learn and continuously develop your skills.

- You are curious and willing to speak up when you identify something that could improve a member’s experience or outcome.

- You are flexible and happy to support different areas of Customer Operations as business and member needs change.

- You understand that excellent customer service is not simply about making someone happy; it is about doing the right thing and achieving the right outcome for the member.

- You are willing to work as part of a team, support your colleagues and have a positive, can-do attitude. Don’t meet all the listed requirements?

Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so even if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply anyway.

We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via [email protected]. Unsolicited emails to other team members will not be actioned.

📌 Customer Operations Executive (Bengaluru)
🏢 creditspring
📍 Bengaluru