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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
