Who we are:

Zilch is a payment tech company on a mission to create the most empowering way to pay for anything, anywhere. Combining the best of debit, credit and savings, we give our customers the option to earn instant cashback or spread the cost of pricier purchases, completely interest free and with no late fees. Pretty great, right?

We’ve already done big things since launching in the UK in 2020. In our first 24 months, we gained a huge 3 million customers. And just 14 months into our journey, we earned double-unicorn status – the fastest company in Europe to do so *bragging-not-bragging*

There are some exciting projects coming up and we’ve got big growth plans. Want to join us?

About the role:

We are seeking a highly skilled and motivated Senior Payment Specialist to join our team. 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.

Day-to-day responsibilities will include:

• 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.

What we’re looking for:

• Experience: some experience within 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 we offer:

Compensation & Savings

• Pension scheme - 5% employee contribution and 3% employer contribution
• Death in Service scheme - 3x your annual basic salary to nominated beneficiaries
• Income Protection - up to 75% of annual basic salary to cover long term injury or illness

Health & Wellbeing

• Private Medical Insurance including;
• GP consultations (video, telephone or face-to-face)
• Prescribed medication
• In-patient, day-patient and out-patient care
• Mental health support
• Optical, dental & audiological cover
• Physiotherapy
• Advanced cancer cover
• Menopause support
• Employee Assistance Programme including
• Unlimited mental health sessions
• 24/7 remote GP & physiotherapy
• 24/7 helpline for emotional & practical support
• Savings & discounts on everyday shopping
• 1:1 personalised wellbeing consultations
• Gym membership discounts

Family Friendly Policies

• Enhanced maternity pay
• Enhanced paternity pay
• Enhanced adoption pay

Zilch App Rewards

• 5% cashback in Zilch rewards on purchases through the app
• £200 Zilch rewards bonus for WFH set up

Learning & Development

• Professional Qualifications
• Professional Memberships
• Learning Suite for e-courses
• Internal Training Programmes
• FCA & Regulatory training

Workplace Perks

• Hybrid Working 3 days in office
• Casual dress code
• Work related social events
• Free fruit, snacks, and refreshments in the office

Zilch is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.