Debt Collections Advisor

WeFlex Ltd.; City of Westminster; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading electric vehicle finance provider in Westminster is seeking a customer service and debt collection representative. You will act as the first point of contact for customer queries and handle inbound and outbound communication. The ideal candidate should have excellent communication and conflict resolution skills, with at least 2 years of debt collection experience. This position offers a collaborative work environment and opportunities for career growth, alongside a competitive quarterly bonus tied to performance metrics.

Benefits

Quarterly Bonus

Employee Assistance Program

Discount Clubs

Career Development Opportunities

Inclusive Environment

Qualifications

• 2 years previous debt collection experience is a must.
• Ability to remain calm and professional under pressure.
• Strong influencing and negotiation skills required.

Responsibilities

• Act as the first point of contact for customer service and debt collection inquiries.
• Resolve customer queries and negotiate payments for debts.
• Provide guidance on servicing, licensing, and insurance claims.

Skills

Excellent organisation

Communication skills

Conflict resolution skills

Negotiation skills

Problem solving skills

Job description

Responsibilities

• Customer Contact & Queries: Act as the first point of contact for customer service and debt collection inquiries.
• Handle inbound and outbound customer communication via telephone, email, SMS, and face-to-face.
• Resolve customer queries related to support, complaints, outstanding balances, and payment options or elevate to appropriate team.
• Debt Collection: Contact customers with outstanding debts and negotiate payments, through inbound and outbound customer communication via telephone, email, SMS, and in office face-to-face.
• High volume customer inbound calls 50 - 70 a day.
• Complete income & expenditure assessments and establish suitable payment plans for customers facing financial difficulties.
• Reduce the arrears % on your segment of the arrears book.
• Customer Support: Provide guidance on servicing, licensing, and insurance claims.
• Deliver market-leading customer service, ensuring inquiries and issues are resolved promptly and empathetically.
• Liaise with internal departments (Fleet/Support, Finance, Sales) to address customer needs effectively.
• Proactively manage queries, escalating issues to managers as required, and ensure adherence to internal processes.
• Ad hoc duties when required.
  2 years previous debt collection experience.

Qualifications

• Excellent organisation, communication (oral and written) and conflict resolution skills.
• Comfortable remaining calm and professional under pressure, even when the customer is frustrated or upset, in person as well as over the phone or email.
• Strong negotiation, and influencing skills.
• Problem solving skills - the ability to work with customers to find mutually agreeable solutions.
• Ability to work independently and in a team environment.

Nice-to-have skills/knowledge

• Knowledge of electric vehicles and the ride-hailing industry
• Face-to-face debt collection background
• Proficiency in Arabic, Hindi or Bengali languages

About WeFlex

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.

Benefits

• Quarterly Bonus: Up to 10% of annual base salary, tied to performance metrics.
• Employee Assistance Program: Access to confidential support for personal and professional challenges.
• Discount Clubs: Exclusive access to discounts on a wide range of products and services.
• Career Development: Opportunities for growth within a fast-paced, purpose-driven company.
• Inclusive Environment: Work in a friendly and collaborative office setting in West London.