Regulated Debt Collections Agent

Randstad (Schweiz) AG; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading company in the electric vehicle sector as a Regulated Debt Collections Agent. You will engage with customers facing financial difficulties, helping them understand their options and agree on sustainable solutions. This role requires strong communication skills and a customer-centric approach, with opportunities for career development in a collaborative environment.

Benefits

Quarterly Bonus

Employee Assistance Program

Cycle to Work Scheme

Discount Clubs

Career Development

Inclusive Environment

Qualifications

• Previous experience in collections, customer service, or finance role.
• Strong communication and negotiation skills.
• Empathetic and customer-centric approach.

Responsibilities

• Handle inbound and outbound calls regarding customer accounts.
• Set up and monitor sustainable repayment arrangements.
• Ensure compliance with FCA regulations.

Skills

Communication

Negotiation

Attention to detail

Organizational skills

Empathy

Job description

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.

Key Skills & Experience

Essential:

• 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.