Payments Advisor at iwoca |

Payments Advisor

51-200 employees
Posted - Accepting applications

Join one of Europe €™s leading Fintech startups.

Cash flow is critical to the success of any small or mid-sized business. Traditionally, banks have neglected millions of such businesses because their processes have been too slow, rigid and costly to serve them. By using new technology and alternative data, iwoca is rapidly reinventing business finance, developing new ways to provide fast and flexible access to credit that will enable such businesses to flourish.
Chris and James launched iwoca in 2012, and we’ve already lent over £150m to tens of thousands of SMEs across UK, Poland, Germany and Spain. Along the way, we have built a high-tech platform, won numerous awards and have grown a fun and vibrant team of over 120 people. We represent a diverse range of backgrounds and we’re united in our mission to make business finance simple, seamless, and powerful.
We’ve come far, but we’re still just at the start of our journey and there are even more exciting times ahead. We recently raised $20M in equity, giving us the firepower to grow even faster. We’re looking for people who are smart, motivated and humble, who want to develop themselves and push the boundaries of their own performance while building a business we can all be really proud of.

The Role
Our Payments Team is core to our business. By effectively supporting our existing customers to repay their loans, the Payments team also plays an important role in generating more fuel for issuing new loans to customers. Customer payment performance is an important measure of our own success and repayments allow us to recapitalise and lend to more and more businesses and reach our ambitious targets.
At iwoca, we really love our customers. We don’t necessarily believe that by missing a loan repayment, a good customer is now a bad customer. We believe customers need our support and reassurance to get them back on track so they can focus on what will ultimately allow them to make a missed payment; making a success of their business. An iwoca Payments Advisor is there to give that support.
We are looking for a hard-working individual with empathy and excellent customer service skills to join this expanding and fast-paced team.


Your responsibilities will be to:
  • Take ownership of a portfolio of customers in respect to their agreed repayments and enhance customer relationships through a straightforward and transparent approach
  • Answer queries regarding upcoming payments, communicate with customers who have missed a repayment, agree and schedule payments to bring your customer back on track
  • Listen to your customer’s reasons for non-payment, be inquisitive and empathetic in order to fully understand the problem and then come up with a solution that suits both the customer and iwoca
  • Identify where a missed payment may require input from other teams within the business such as credit analysts or account managers or escalation to the collection or legal teams to achieve the best outcome
  • Provide fast and efficient best in class customer service with every customer interaction to enhance iwoca’s name and reputation
  • Drive change throughout the business through structured feedback, ensuring we always provide customers with the very best experience across all aspects of iwoca
  • Ensure compliance with all company policies and procedures as well as appropriate legislation regulatory body guidelines
You will need:
  • At least 2 years in customer service, ideally in a commercial setting
  • Credit control and soft collections experience would be a significant advantage
  • Empathy, forbearance and professionalism
  • Strong communication skills, excellent telephone manner
  • High level of accuracy and comfortable with numbers
  • Able to deal with a variety of challenges, multi-task and think on your feet outside the box
  • Business acumen, entrepreneurial spirit with real enthusiasm for helping SMEs
  • Experience within the finance industry is an advantage
  • Motivated, proactive and results-driven
  • Able to work as part of a team
  • Smart, humble and motivated
You’ll join a growing team of smart, humble and motivated people, all passionate about learning and developing themselves.
In addition to a competitive salary, we also provide the following:

  • A great working environment in central London (near Oxford Circus)
  • Pool, Foosball and Ping Pong tables
  • Free drinks and snacks, you can help yourself
  • Subsidised gym membership and restaurant discounts in our local area
  • Cycle to work scheme for great value bikes
  • Various sports teams including football, running, cycling and climbing
  • Company work retreats to great destinations
  • 25 days holiday a year plus a day off for your birthday - we want you fresh and fully charged