Job Title: Payment / Collections Specialist

Salary: £28,000

Job Type: Full-time, Office-Based

Hours: Monday to Friday, 9:00 AM - 5:30 PM

We are looking for a Payment / Collections Specialist to join a forward-thinking company. This organisation is dedicated to enhancing accessibility through financial solutions and is currently experiencing notable growth. With a substantial customer base and ambitious expansion plans, they are at a pivotal point in their journey.

This role offers a chance to be part of a dedicated team working towards significant industry advancements. As a Payment Specialist, you will be essential in providing exceptional customer service while handling collections and ensuring timely payments.

• Providing exceptional customer service, promptly addressing inquiries and resolving payment-related issues.
• Managing collections activities to ensure timely payments and reduce delinquency rates.
• Proactively identifying and addressing arrears, resolving customer queries via email, SMS, and telephone.
• Collaborating with internal teams to resolve customer-related issues and maintain accurate customer account records.
• Initiating outbound contact attempts to assist customers facing financial difficulties.
• Identifying customer vulnerability and providing appropriate support, including conducting Income & Expenditure assessments and negotiating payment plans.
• Supporting end-of-hire processes, including negotiating final settlements.
• Ensuring compliance with FCA, TCF, AML, GDPR, and PCI guidelines.
• Engaging with customers in-office, addressing their concerns directly and professionally.
• Assisting with ad hoc duties related to strategic projects and change initiatives.

Requirements:

• Strong communication, organisation, and interpersonal skills.
• Excellent negotiation and influencing skills, especially around payment plans and settlements.
• Problem-solving ability to find mutually agreeable solutions for customers.
• Ability to work independently and as part of a team.
• Proficiency in MS Office (Excel); experience in Hubspot is desirable but not required.
• Attention to detail and strong organisational skills.
• Willingness to adapt and improve processes.

Benefits:

• Bonus: Discretionary performance-related bonus scheme (up to 10% annual base salary), paid quarterly after probation.
• Pension: Statutory pension scheme.

Holiday: 20 days per year plus bank holidays