Money Collector - Finance for Uber and Bolt Drivers

They are seeking a Collections Agent who will be the point of contact to customers in relation to payments, both reactively in terms of any payments-related questions and proactively in terms of debt collections.

Our client provides Uber and Bolt drivers with finance to purchase a range of different electric vehicles, from affordable MGs to luxury Mercedes and Teslas.

You will be responsible for maintaining a high level of customer satisfaction and ensuring timely collections from customers, both from live customers and from those customers who plan to terminate their contract.

Salary: £26k - £30k

Your Responsibilities:

• Provide excellent customer service to customers, addressing inquiries and resolving issues promptly
• Manage collections activities, ensuring timely payments and reducing delinquency rates
• Proactively identifies and addresses arrears, demonstrating a strong sense of ownership in promptly resolving customer queries through multiple communication channels, thereby elevating the overall customer service experience
• Develop and implement customer service and collections strategies to improve overall customer experience and maximize collections efficiency
• Work closely with internal teams to identify and resolve customer-related issues
• Maintain detailed and accurate customer account records, actioning transactions, and processing customer payments
• Customer contact - making outbound contact attempts via email, SMS, and Telephone, reaching out to customers who are experiencing financial difficulty
• Stay up-to-date with industry trends and best practices in customer experience and collections management
• Identification of customer vulnerability, providing the appropriate support
• Completion of Income & Expenditure assessments and the agreement of suitable payment plans with customers who are struggling to make payments
• Complete End of Hire process with customers, including negotiating a final settlement with customers.
• Compliance with FCA, TCF, AML, GDPR & PCI guidelines
• Liaise with departments across the company, including the Fleet/Support teams, Finance and Sales departments

Requirements:

• A friendly personality
• At least 2 years customer service and 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