Customer Investigations Agent in Manchester

Are you ready to write your next chapter? Worldpay and Global Payments serve more than 6,000,000 customers, processing nearly $4 trillion in annual volume across 94 billion transactions in more than 175 countries. We work with 95% of the world’s leading banks and support more than one million merchants around the globe.

About the team: Our Global Collections team provides support to our business customers, managing accounts with a strong focus on mitigation of losses, cash collection, and aged debt clearance. We’re looking for a Customer Investigations Agent to join our ever-evolving Global Collections Team to help us unleash the potential of every business. This is a hybrid model of 3 days at home a week and 2 days a week in our vibrant Manchester Office in the ever-desirable area of Spinningfields, Manchester City Centre.

What you’ll own as the Investigations Agent:

• Customer facing, dealing with queries on a day-to-day basis, supporting inbound questions received from customers who have received emails from the automated systems – will be on point to answer questions related to debt balances and resolving issues with internal partners through to completion.
• Role may also involve requesting bank traces, proof of payments and recalls to help resolve Customer issues.
• Providing MI and education to customers and internal stakeholders to prevent repeat queries.

Key Responsibilities:

• Completion of query investigations, from identification of issue through to resolution.
• Analysing trends and proactive resolution of issues.
• Acquire specialist knowledge to provide accurate advice and information to both internal and external sources.
• Prioritise workload effectively throughout the day to ensure all SLA’s are adhered to in a high volume, fast paced and demanding team.
• Work as part of the team to ensure daily objectives are met.
• Continually look for ways of improving efficiencies, providing potential solutions and follow through to implementation.
• Build strong relationships with key stakeholders across the business.

What you’ll bring:

• Proficient in MS Office, especially Excel.
• High level of analytical skills.
• Passion for attention to detail and getting it right first time.
• Able to prioritise and deliver to deadlines.
• Able to manage multiple queries at one time.
• Ability to look beyond the numbers to identify issues, anomalies and understand root cause.
• Adaptable to changing priorities and requests.
• Strong written and verbal communication skills.

Bonus / Preferred qualifications:

• Understanding of payment processing.
• Payments, acquiring, Debt/Collections or finance industry experience.
• Experience of payment/banking systems.

Benefits:

We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect:

• A competitive salary and benefits.
• Time to support charities and give back to your community.
• Global recognition platform.

My Health: We provide a healthcare allowance towards the costs of your health benefits, giving you the flexibility to choose the coverage you and your family need across our medical, dental and healthcare cash plans. Our medical plan also includes a neurodiversity assessment pathway.

My Money: We offer access to a pension scheme with a company contribution of 9% of base salary if you contribute at least 3%. You can also own your personal finances through our Workplace ISA and GIA.

My Lifestyle: We offer Employee Assistance Programs to support through any changes that matter to you.

My Family: Our family inclusion network offers support for Worldpayers raising families and caring for family members.

My Protection: We offer company-funded life and income protection insurance with the option to purchase additional insurances, including critical illness for you and your partner, life insurance for your partner, and personal travel insurance.

My Time Off: We offer paid time off and public holidays so you can rest, recharge and spend time on what matters most.

My Specialized Support: We offer company-funded annual Health Assessments. We also provide free access to a Virtual GP for you and your family, and full funding for female Worldpayers to access our Menopause Support Plan. We provide a monthly wellbeing allowance for you to spend on anything that supports your physical and/or mental wellbeing.