Customer & Collections Officer, humm group
BNPL product ecosystem
Job no longer available
BNPL product ecosystem
201-500 employees
Job no longer available
201-500 employees
Company mission
To revolutionise the way people pay.
Role
Who you are
- You're passionate about helping customers and delivering positive outcomes
- You bring strong communication skills, sound judgement, and a customer-first mindset
- You thrive in a fast-paced environment, enjoy solving problems, and can balance empathy with commercial and regulatory requirements
- Experience within UK financial services, customer service, collections, or customer operations
- Understanding of Consumer Duty and fair customer treatment principles
- Strong communication and relationship-building skills
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Empathy and resilience when supporting customers through challenging circumstances
Desirable
- Knowledge of collections strategies and lifecycle management
- Experience working with digital customer service tools, including live chat
- Experience developing online customer help content or FAQs
- Experience using customer service or collections platforms
What the job involves
- The role will play a key part in delivering excellent customer service, supporting collections activities, and identifying opportunities to improve customer and operational outcomes
- Deliver exceptional customer service across the full customer lifecycle
- Handle customer, retailer, and collections enquiries through multiple channels, providing timely and effective resolutions
- Support the ongoing maintenance and enhancement of collections strategies
- Identify opportunities to improve customer experiences and operational efficiencies
- Work collaboratively with internal stakeholders to ensure compliance with regulatory obligations and fair customer outcomes
- Escalate and resolve complex customer issues, ensuring appropriate support is provided
Application process
- End Date: October 8, 2026
Our take
In 2020 humm group, previously FlexiGroup, went all in on the emerging consumer trend towards buy-now-pay-later (BNPL) financing. The sector has seen a boom recently thanks to cash-strapped post-covid consumers looking, in particular, to help finance a growing number of eCommerce purchases. humm has applied this principle to an extensive ecosystem of financial products, including leasing and credit cards, and extending their services also to retailers and SMEs.
It’s helped humm become a leading BNPL player across Australasia, Canada, Ireland, and the UK - and this global reach may prove critical going forwards. The BNPL bubble on humm’s Australian home turf is beginning to burst, with an increasingly reluctant consumer market, regulatory crackdowns on the way, the combined market capitalisation of BNPL companies tumbling, and many competitors merging in order to shoulder business costs.
Analysts predict that only a few of the dozen Australian competitors will weather the storm. This could be good news for humm, although the company will still face close competition from rivals Zip and Sezzle. If humm can shore up its international presence in more stable BNPL territories, it could stand to win a larger market share as smaller competitors fold.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Company benefits
- Flexibility - You’ve got a life, we get it! At hummgroup we offer a blended approach to working that gives you the flexibility to work at home or in the office depending what you have on. We just ask that you keep our customers front of mind at all times and that you get together with your team in-person at least twice a week to connect and collaborate (and attend our #instaworthy events). The rest is open for discussion
- Workplace Health & Wellbeing Programmes - We run initiatives to create a balanced work environment for our people. Events include winter flu jabs, yoga, bootcamps, paint vine, on site ice cream trucks, quiz nights and meditation to name a few – all managed by Vibes, our employee social & engagement committee
- Employee Product Perks & Discounted Shopping - Our people who are our also our customers receive special discounts on humm products as well as discounts with our Retail merchant network across NZ and AU
- Dress For Your Day- Our dress code is flexible. It acknowledges that our people are professional adults who can make the choices appropriate to their day
- Referral Bonuses - We believe our people are our biggest advocates - employees who refer someone that successfully is employed by hummgroup receive a bonus of up to 1k
- Paid Volunteer Leave - We value our communities and want to give you the opportunity to give back
- Employee Assistance Programme - Mental health and wellbeing are important to us. You will have access to EAP providers
- Purchase Extra Annual Leave - 4 weeks annual leave with the opportunity to purchase additional leave during the year
Company HQ
The Rocks, NSW
Leadership
Angelo Demasi
(Group CEO & Managing Director)Angelo joined humm group in 2024 as a Group Executive of Digital & Transformation, moving into their current role in 2025. They are also an Advisor at Keevo.
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