Debt Collections Agent

Story Terrace Inc.; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company in the electric vehicle sector seeks a Regulated Debt Collections Agent to assist customers facing financial difficulties. You will engage in both inbound and outbound communications to provide solutions while adhering to FCA regulations, ensuring fair treatment and support for vulnerable customers. Join us and grow your career in a purpose-driven and collaborative environment located in West London.

Benefits

Quarterly Bonus: Up to 10% of your annual base salary

Employee Assistance Program

Cycle to Work Scheme

Discount Clubs

Career Development Opportunities

Inclusive Environment

Qualifications

• Experience in collections, customer service, or finance (regulated collections preferred).
• Ability to handle challenging conversations calmly and professionally.
• Knowledge of FCA Consumer Duty principles and vulnerable customer handling.

Responsibilities

• Engage with customers to provide options for financial difficulty and tailor repayment arrangements.
• Handle inbound and outbound communications regarding accounts and payment issues.
• Ensure compliance with FCA regulations during all customer interactions.

Skills

Communication

Negotiation

Attention to detail

Organisational skills

Empathy

Job description

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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.

Role Summary

As a Regulated Debt Collections Agent, you will be responsible for engaging with customers in financial difficulty, helping them to understand their options, and working with them to agree sustainable solutions. You’ll manage inbound and outbound communications (via phone and in-person) and ensure that all customer interactions align with FCA regulations, including the Consumer Duty principles.

Key Responsibilities

• Handle inbound calls from customers regarding their accounts, payment issues, or concerns.
• Make outbound calls using a dialler system to customers in arrears to understand their circumstances and discuss resolution options.
• Meet with customers who attend our offices in person, providing support and guidance in a professional and empathetic manner.
• Set up and monitor sustainable repayment arrangements, tailored to individual customer circumstances.
• Regularly review existing repayment plans and update them where necessary, ensuring they remain fair and achievable.
• Accurately record customer interactions and outcomes on HubSpot.
• Work within the rules and expectations of regulated collections, maintaining full compliance with FCA standards.
• Identify and support vulnerable customers, ensuring they receive appropriate care and signposting to external support where needed.
• Demonstrate a good understanding of and apply knowledge around Notices of Sums in Arrears (NOSIA), Treating Customers Fairly (TCF), and Consumer Duty principles.
• Collaborate with internal teams to ensure customer cases are managed effectively and escalated where appropriate.

Key Skills & Experience

• Previous experience in a collections, customer service or finance role (regulated collections preferred).
• Strong communication and negotiation skills – able to handle challenging conversations calmly and professionally.
• Empathetic and customer-centric approach.
• Attention to detail and strong organisational skills.
• Ability to work in a fast-paced, target-driven environment.

Working knowledge of:

• Notice of Sums in Arrears (NOSIA)
• Treating Customers Fairly (TCF)
• Vulnerable Customer handling
• FCA Consumer Duty principles

What We Offer

• Quarterly Bonus: Up to 10% of your annual base salary, tied to performance metrics.
• Employee Assistance Program: Access to confidential support for personal and professional challenges.
• Cycle to Work Scheme: Save on a new bike and accessories while promoting sustainable travel.
• 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.