Payments Specialists
3 weeks ago
**Role Profile**
To successfully allocate all debits and credits to customer accounts, ensure all Direct Debit processes are performed daily and to maintain SLA’s on Dissatisfactions and Correspondence that comes into the department.
**Responsibilities of the role**
- Support The business with all banking procedures as per the recommendations held in the Accounts Receivable team including all payment allocations.
- Follow the daily and monthly Direct Debit tasks covering set ups, exceptions, and Direct Debit submissions.
- Ensure all refunds to customers are processed in a timely manner.
- Access and action all processes within the external portals provided to carry out 3rd party tasks.
- Support the complaints & dissatisfactions advisors in line with our processes, working very closely with our customer resolution team.
- Ensure all company & collections process, policy and procedures are always adhered to including regulatory aspects.
- Create excellent working relationships across the Verastar colleague community.
- Ensure own activity complies with all regulatory standards, GDPR and quality policies.
- Develop an in-depth knowledge of Verastar’s systems, processes, products and services.
**Success Measures**
- Assign all payments received to customers accounts on day of receipt.
- Process all refunds and add to master log within 48 hours of receipt.
- Process all Direct Debit requirements daily/weekly/monthly dependant on task.
- Be flexible in prioritising workflow to ensure all banking processes do not go in backlog.
- Identifying DD opportunities whilst completing specific administrative support.
- Quality and accuracy of work to be 100%
**Experience**
- Cash allocation/ reconciliation experience
- Experience of working in Verastar’s Collections Specialist role (desirable).
- Strong communication skills written and verbal. Attention to detail crucial.
- An advanced level of computer literacy.
- A stable and reliable employment record.
**Skills**
- Excellent written and verbal communications skills. Flexibility in communication styles to accommodate individual customers.
- High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
- The drive, curiosity and determination to resolve customer queries making it easy for our customers to deal with us.
- A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
- The ability to be flexible to the various work flows within the department.
- A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.
**Qualifications and other requirements**
- Knowledge of the Telecoms/energy sector preferable.
- IT literate.
- Strong mathematical skills.
**Verastar Values**
Our core values are at the heart of everything we do, and some of the ways they transform into our best practice customer behaviours can be seen below.
**Innovative: We find a better way**
- We actively seek feedback from our customers to understand how we can improve.
- We seek new ways to communicate with our customers, in a way which suits them.
- We are inquisitive about our customers’ needs, enabling us to provide the best resolution for them.
**Passionate: We go the extra mile**
- We own our customer queries and keep going until we’ve found a resolution.
- We get back to people when we way we will, and we always deliver on our promises.
- We strive to continuously improve the service we deliver to our customers.
**United: We are one team**
- We share our knowledge and expertise so we can learn from each other.
- We welcome and support new joiners and help them in their learning journey.
- We’re happy to provide support to other teams when needed.
**Straightforward: We keep things simple**
- We make things easy for our customers.
- We communicate clearly and honestly in all our interactions.
- We do what we say we will.
SP #LI-KB1
Verastar was established in 1998 and is one of the UK’s leading providers of essential services to small businesses. We supply a wide range of essential services - Fixed Lines, Broadband, Mobile, Water, Gas, Green Electricity and Insurance through our sister company The Insurance Octopus. Our goal is to simplify essential services for our customers by offering the widest range of products on the market. Not only have we experienced continued growth and strong financial performance as a result, we have been recognised by the following awards:
- The Lloyds Bank National Business Awards 2019
- Greater Manchester Business Awards 2019
- Lanarkshire Business Excellence Awards 2019
**Contact**:0161 258 1111
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