Lending Collections Agent

Location: Berlin 

Team description

SumUp's lending products now run across nine European markets, and every new market means more merchants who need support if a cash advance repayment falls behind. 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 rather than losing them. This is hands on work with a real result: 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 as the product keeps growing.

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

You'll be great for this role if

• 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, or fluency in French, Dutch or German.

Why you should join SumUp 🎉

• 🌎 Opportunity to work with SumUppers globally on large scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office first setup
• 🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced
• 📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education
• 💶 A corporate pension scheme where we match up to 20% of your contributions
• 🏖 Generous time off: enjoy 28 days of paid leave plus public holidays and special leave days
• Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches
• 🌴 Break4me: 1 month sabbatical after 3 years of service
• 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

About SumUp

Be empowered to do more that matters.

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.