Payments Specialist

Zilch; London; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An innovative payment tech company is seeking a Payments Specialist to join their Collections team. This role focuses on supporting customers facing financial difficulties by providing tailored solutions and ensuring smooth repayment processes. You'll collaborate with various internal teams to enhance customer experience and maintain strong collection performance. Ideal candidates will have customer-facing experience and familiarity with data analysis tools. Join a rapidly growing company that values empathy and customer-centric solutions in a dynamic work environment.

Benefits

Income Protection

Share Options Scheme

5% cashback on in-app purchases

£200 WFH setup allowance

Private Medical Insurance

Employee Assistance Programme

Savings and discounts on shopping

Personalized well-being consultations

Enhanced family friendly policies

Hybrid working model

Qualifications

• Experience in Collections or Payments roles is preferred.
• Ability to drive actionable outcomes through data focus.

Responsibilities

• Support customers in setting up repayment plans.
• Collaborate with internal teams to improve customer journey.

Skills

Customer-facing experience

Critical thinking

Data focus

Tools

Advanced Excel

SQL

Python

CRM tools (Intercom, Zendesk)

Data visualization tools (Looker)

Job description

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit, and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest-free and with no late fees.

We started in 2018 with a small team and a big dream - to make credit accessible to all. Since then, we've achieved double unicorn status and taken on more than 4 million customers. We have exciting projects ahead and ambitious growth plans.

About the role:

We’re hiring a Payments Specialist to join our Collections team. You’ll be the first line of support for customers facing financial difficulties, offering tailored, empathetic solutions while protecting the integrity of our repayment processes. You’ll work closely with internal teams to ensure a smooth customer experience and help us maintain strong collection performance.

This customer-facing role involves data and operations. Familiarity with tools like advanced Excel, SQL, or Python is a plus that could help you grow and streamline your impact within the payments team over time.

Day-to-day responsibilities include:

1. Supporting financially distressed customers in setting up affordable and manageable repayment plans.
2. Proactively contacting customers with outstanding balances via email, SMS, or phone.
3. Responding to payment and arrears-related queries escalated from Customer Service, Fraud, Complaints, Chargebacks, and Finance.
4. Managing your queues and keeping accurate case records.
5. Collaborating with Customer Service, Operations, and Compliance to improve the customer journey.
6. Handling administrative tasks like issuing debt management letters and capturing repayment data.
7. Suggesting process improvements to reduce delinquency rates.
8. Assisting with mass communications, such as campaigns for financially distressed customers.
9. Escalating complex or sensitive cases appropriately.
10. Using data visualization tools (e.g., Looker) to analyze Collections performance.

What we’re looking for:

1. Customer-facing experience, preferably in Collections or Payments roles.
2. Experience with CRM tools like Intercom, Zendesk, or similar.
3. Critical thinking skills and customer-centric mindset.
4. Data focus to drive actionable outcomes.

Benefits include:

• Income Protection
• Share Options Scheme
• 5% cashback on in-app purchases
• £200 WFH setup allowance
• Private Medical Insurance (GP consultations, medication, inpatient/outpatient care, mental health support, physiotherapy, cancer cover)
• Employee Assistance Programme (mental health sessions, 24/7 remote GP & physiotherapy, emotional support helpline)
• Savings and discounts on shopping
• Personalized well-being consultations

Family Friendly Policies:

• Enhanced maternity, paternity, adoption, and shared parental leave.

Learning & Development:

• Professional Qualifications and Memberships
• E-courses and internal training
• FCA & Regulatory training

Additional Perks:

• Hybrid working model
• Casual dress code
• Workplace socials

To apply for this role,

Please submit your CV and cover letter.

We appreciate your interest in joining Zilch. All applications will be screened, and we will contact candidates whose qualifications meet our criteria. We wish you success in your application.

Zilch is an equal opportunities employer and encourages applications from all qualified candidates regardless of sex, race, disability, age, sexual orientation, religion, or belief.

Apply for this Job

Please share your preferred first name, your visa sponsorship status if applicable, confirm if you live within commuting distance of our London Victoria office, and whether you can attend the office three days a week (Monday, Wednesday, Thursday). Briefly describe how your skills and experience align with the role.