Collections Agent - Lending

You'll join the Servicing and Collections team in Berlin, working directly with merchants to resolve overdue payments, agree realistic repayment plans, and keep small businesses trading. Every call you make protects a merchant's business and SumUp's lending book, and your feedback will help shape how the team's processes evolve.

What you'll do

• Handle merchant queries relating to lending servicing and collections across phone, email and other channels
• Follow up proactively on overdue Cash Advance repayments and agree workable repayment plans with merchants
• Meet individual quality and productivity targets on a monthly basis
• Contribute to the team's overall collections targets across SumUp's European lending markets
• Build collections expertise on the job, working closely with a team lead and manager
• Spot recurring issues and suggest improvements to collections processes and tools

What you'll need

• Experience in a customer support or phone based customer service role, ideally handling sensitive conversations
• Fluency in English and Italian at a business level, both written and spoken
• Strong computer literacy and comfort picking up new tools and systems quickly
• Ability to stay calm, empathetic and professional during difficult or emotionally charged conversations
• Comfort working towards individual and team targets in a structured, metrics driven environment

Nice to have

• Experience in collections
• Knowledge of compliance and risk procedures
• Salesforce experience
• Fluency in French, Dutch or German

What they offer

• Annual L&D budget of €2000 for conferences and further education
• Corporate pension scheme with up to 20% matching
• 28 days paid leave plus public holidays and special leave days
• Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches
• 1 month sabbatical after 3 years of service
• Referral bonus programme