fs talent
Payment Operations Coordinator
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The Role
Payments Specialist Contractor, 6 month contract. This is primarily a credit control and collections role: managing the day to day payments inbox, chasing unpaid invoices, and supporting customers through payment difficulty. Reports into the Payments Lead.
Core Responsibilities
- Own the payments inbox day to day, working towards a sub 1 hour first response time
- Proactively chase unpaid invoices by phone and email, and follow up on open cases
- Set up and manage payment plans for customers in genuine financial difficulty
- Clearly and fairly communicate consequences of non payment where required
- Navigate multiple internal systems to build a full picture of a customer's account before engaging
- Handle manual, currently unautomated data entry and process tasks that support payments
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Requirements
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Must haves
- Energy industry background, non negotiable
- Experience in a debt, collections, sales or complaints team, or as an escalation point in energy customer service
- Hands on experience with a CRM such as Zendesk, Intercom, or Kolleno
- Comfortable working across multiple systems and teams
- Resilience to handle high volumes of difficult conversations without it affecting quality
- Genuine care for customers in payment difficulty, balanced against the commercial needs of the business
- Self starter who takes ownership of their own workload
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