Senior Collections Specialist, Zilch
3 days a week in office
Direct-to-consumer credit provider
Open for applications
Direct-to-consumer credit provider
201-500 employees
Open for applications
3 days a week in office
201-500 employees
Company mission
To become the most empowering way to pay for anything, anywhere.
Role
Who you are
- Experience: 2-3 years in a senior collection’s role, demonstrating a deep understanding of debt management processes
- Customer Focus: Must be customer-centric with a proven track record of helping customers in financial distress
- Team support: experience supporting a team with more complex tasks
- Critical Thinking: Ability to think critically and strategically to address complex issues and find effective solutions
- Communication Skills: Excellent written and verbal communication skills to handle customer interactions and internal collaborations
- Reporting: experience providing detailed reports
- Technology Proficiency: Experience using Slack, Intercom, Zendesk, and other relevant tools for efficient communication and issue resolution
What the job involves
- This individual will play a key role in managing the team and ensuring the smooth operation of various processes related to customer communications, debt management, and reporting
- Team Support: Support the team responsible for keeping letters, debt management portals, and Credit reference agency portals up to date
- Knowledge of Roll rates and Collection Strategies
- Handle escalations and ensure timely resolution: Support more complex cases and assist our customers who are experiencing financial difficulties
- Performance Monitoring: Monitor performance metrics of both the UK team and BPOs to ensure efficiency and adherence to standards
- Reporting: Work on reporting activities to provide insights into team performance and identify areas for improvement
- Customer Escalations: Address and resolve customer escalations, ensuring a high level of customer satisfaction
- Internal Escalations: Handle complex internal escalations, collaborating with relevant teams to find effective solutions
- First-Class Support: Provide first-class support in line with the Zilch brand, ensuring a positive customer experience
- Debt Management Plans: Apply expertise in handling debt management plans to navigate and resolve customer financial distress situations
Salary benchmarks
Our take
Zilch provides a buy-now-pay-later (BNPL) product that allows customers to purchase their desired items and pay in instalments for them. According to Zilch, its service helps customers save over £350 per year on interest and fees.
Having received consumer credit authorisation from the FCA, Zilch partnered with Mastercard to ensure its users can enjoy the safety provided by the global payments company while shopping online. Its business model involves providing the service for free to customers and charging partner stores a fee for every purchase made with Zilch. If users are not buying from partner stores, Zilch charges users a fee but guarantees that they will know from the beginning exactly how much they need to repay, hence assuring users they will not have to pay hidden fees.
With soaring demand for BNPL services, Zilch's main priority is to capitalise on this opportunity. As part of this initiative, the company has maintained an impressive funding strategy. After a series of successful raises, Zilch is now valued at around $2 billion. This has lent the company considerable weight, helping to accelerate its expansion of efforts in existing markets and expand into new ones such as the US.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-17% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2023
$26.4m
LATE VC
Jun 2022
$50m
SERIES C
Total funding: $306.4m
Company benefits
- Pension scheme
- Death in Service scheme
- Income protection
- 5% back on in-app purchases
- £200 for WFH set up
- Private Medical Insurance
- Employee Assistance Programme
- Gym membership discounts
- Private therapy sessions
- Enhanced maternity/paternity/adoption pay
- Enhanced shared parental leave
- Hybrid working
- Casual dress code
- Workplace socials
- Healthyh snacks
Company HQ
Victoria, London, UK
Articles
Founders
Philip Belamant
(CEO)Previously Managing Director & Founder at PBel for 6 years, Executive Director & Founder at Moola Mobile for 8 years and Managing Director - UK at NET1 UEPS Technologies for 2 years.
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