Debt Collections Advisor in City of Westminster

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.