Payment Specialist

2 weeks ago

London, Greater London, United Kingdom WeFlex Ltd. Full time

Job Title: Payment Specialist - Collections

Job Type: Full-time, Office-Based

Company: WeFlex Ltd.

About Us:

WeFlex Ltd. is a leading provider of electric vehicle financing solutions, dedicated to making electric vehicles accessible to all. Our mission is to de-carbonise the world, starting with the taxi industry.

Job Summary:

We are seeking a highly skilled and customer-focused Payment Specialist to join our team. As a Payment Specialist, you will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from our customers.

Key Responsibilities:

  • Customer Service: Provide exceptional customer service, promptly addressing inquiries and resolving issues.
  • Collections Management: Manage collections activities to ensure timely payments and reduce delinquency rates.
  • Arrears Management: Proactively identify and address arrears, resolving customer queries through various communication channels.
  • Team Collaboration: Collaborate with internal teams to resolve customer-related issues.
  • Record Keeping: Maintain accurate customer account records and process payments.
  • Outbound Contact: Initiate outbound contact attempts via email, SMS, and telephone to assist customers facing financial difficulties.
  • Customer Vulnerability: Identify customer vulnerability and provide appropriate support.
  • Payment Plans: Conduct Income & Expenditure assessments and negotiate suitable payment plans with struggling customers.
  • End of Hire: Support completing End of Hire processes, including negotiating final settlements.
  • Compliance: Ensure compliance with FCA, TCF, AML, GDPR & PCI guidelines.
  • Face-to-Face Interactions: Engage in face-to-face interactions with customers in office, exhibiting professionalism and empathy while addressing their inquiries or concerns directly.
  • Ad Hoc Duties: Undertake ad hoc duties in support of strategic and change projects.

Requirements:

We are looking for a candidate with:

  • A friendly personality
  • At least 1-2 years debt collections experience
  • Excellent organisation, communication (oral and written) and interpersonal skills
  • Strong negotiation and influencing skills (including in relation to payment plans/settlements)
  • Problem solving skills - the ability to work with customers to find mutually agreeable solutions
  • Ability to work independently and in a team environment
  • Proficient in using MS Office (including Excel), experience in Hubspot is desirable but not required
  • Attention to detail and strong organisational skills
  • Open to adapting and improving processes and ways of working

Nice-to-Have Skills/Knowledge:

  • Experience working using Hubspot, Fleetio (fleet management system), and/or Aryza Sentinel (Anchor)
  • Knowledge of electric vehicles and the ride-hailing industry
  • Experience in FCA regulated debt collection processes
  • Proficiency in Arabic, Hindi or Bengali languages

Benefits:

Salary: £25,000-28,000 p.a. base salary depending on experience.

Bonus: Discretionary performance-related bonus scheme in place (capped at 10% annual base salary)

Pension: Statutory pension scheme.

Holiday: 20 days per year plus bank holidays.

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