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    Debt Collections Agent - London, United Kingdom - WeFlex Ltd.

    WeFlex Ltd.
    WeFlex Ltd. London, United Kingdom

    3 days ago

    Default job background
    Full time
    Description

    Debt Collections Agent

    Salary: £25,000- 27,000 p.a. base salary depending on experience.

    Job Type: Full-time, Office-Based, Monday to Friday, 9:00 AM - 5:30 PM

    WeFlex is at the forefront of the electric vehicle revolution - and our mission is to make electric vehicles accessible - starting with the ride-hailing market (e.g. Uber and Bolt).

    We provide ride-hailing drivers with finance to purchase a range of different electric vehicles, from affordable MGs to luxury Mercedes and Teslas. We are growing at a very rapid pace (60% YOY, profitable for the last 2 years) and the fleet and customer base are growing with us, with just under 2,000 customers driving cars in our fleet and plans to double this over the next year.

    We are a close-knit team of just over 50 dedicated to de-carbonising the world, starting with the taxi industry. We are seeking a dedicated and customer-focused Customer Experience and Collections Agent to join us in this exciting growth stage of our business and to help us continue to offer world-class customer experience.

    Our Customer Experience and Collections Agents are absolutely key to our business. As the point of contact for our customers in relation to payments, both reactively in terms of any payments-related questions and proactively in terms of debt collections, you will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from our customers, both from our live customers and from those customers who plan to terminate their contract.

    Your Responsibilities:

    • Providing exceptional customer service, promptly addressing inquiries and resolving issues
    • Managing collections activities to ensure timely payments and reduce delinquency rates
    • Proactively identifying and addressing arrears, resolving customer queries through various communication channels
    • Developing and implementing strategies to enhance customer experience and optimize collections efficiency
    • Collaborating with internal teams to resolve customer-related issues
    • Maintaining accurate customer account records and processing payments
    • Initiating outbound contact attempts via email, SMS, and telephone to assist customers facing financial difficulties
    • Staying updated on industry trends and best practices in customer experience and collections management
    • Identifying customer vulnerability and providing appropriate support
    • Conducting Income & Expenditure assessments and negotiating suitable payment plans with struggling customers
    • Completing End of Hire processes, including negotiating final settlements
    • Ensuring compliance with FCA, TCF, AML, GDPR & PCI guidelines
    • Liaising with various departments within WeFlex, including Fleet/Support, Finance, and Sales
    • Engage in face-to-face interactions with customers when necessary, exhibiting professionalism and empathy while addressing their inquiries or concerns directly.
    • Undertaking ad hoc duties in support of strategic and change projects

    If you are passionate about customer service and have a desire to contribute to the electric vehicle revolution, we would love to hear from you. Join us at WeFlex Ltd. and be part of our mission to make electric vehicles accessible to all.

    Requirements

    We are looking for a candidate with:

    • A friendly personality
    • At least 1 years 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) and CRM software
    • Attention to detail and strong organizational 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: £26,000-30,000 p.a. base salary depending on experience.

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

    following probation, paid quarterly.

    Pension: Statutory pension scheme.

    Holiday: 20 days per year plus bank holidays.

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