Regulated Debt Collections Agent

WeFlex Ltd; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

WeFlex Ltd is seeking a Regulated Debt Collections Agent in London to assist customers with financial difficulties, ensuring compliance with FCA regulations. The role involves managing customer interactions, negotiating debt solutions, and maintaining detailed records. Join a rapidly growing company at the forefront of the electric vehicle finance sector, offering opportunities for career development and a supportive work environment.

Benefits

Quarterly Bonus

Employee Assistance Program

Cycle to Work Scheme

Discount Clubs

Career Development Opportunities

Inclusive Environment

Qualifications

• Previous experience in a collections or customer service role preferred.
• Ability to work in a fast-paced, target-driven environment.

Responsibilities

• Handle inbound calls regarding payment issues.
• Make outbound calls to customers in arrears.
• Set up and monitor sustainable repayment arrangements.

Skills

Communication

Negotiation

Attention to detail

Empathy

Tools

HubSpot

Job description

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This range is provided by WeFlex. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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 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.
  
  

Essential

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.
  
  

Desirable

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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