Collections Advisor - End of Hire & Terminations
Salary: £29,000 - 31,000 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 over 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 Collections Advisor - End of Hire & Terminations to join us in this exciting growth stage of our business and to help us continue to offer world-class customer experience.
Our Collections Advisor - End of Hire & Terminations is absolutely key to our business. As the point of contact for our customers who plan to terminate their contract, you will be responsible for ensuring timely collections, managing any outstanding payments, and providing excellent customer service throughout the process.
Your Responsibilities:
* Managing the day to day responsibilities for the end of hire process, including negotiating final settlements
* Initiating outbound contact attempts with customers who have terminated their contract
* Providing exceptional customer service, promptly addressing inquiries and resolving issues related to the end of hire process
* Managing collections activities to ensure timely payments and reduce delinquency rates
* Proactively identifying and addressing arrears, resolving customer queries through various communication channels
* Maintaining accurate customer account records and processing payments
* Identifying customer vulnerability and providing appropriate support
* Conducting Income & Expenditure assessments and negotiating suitable payment plans with struggling customers
* Ensuring compliance with FCA, TCF, AML, GDPR & PCI guidelines
* Liaising with various departments within WeFlex, including Fleet/Support and Finance
* Engaging in face-to-face interactions with customers, exhibiting professionalism and empathy while addressing their inquiries or concerns directly whilst maintaining a firm approach to collecting outstanding payments.
* Undertaking ad hoc duties in support of strategic and change projects
If you are passionate about customer experience 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 & confident personality
* At least 3 years collections / credit control 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 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
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.