Customer Payments Administrator
Glasgow - Hybrid working
12 months contract
Job Purpose:
As a Customer Payments Administrator in the Customer Finance Team, you will be responsible for allocating customer payments, processing refunds, and answering payment escalation queries while constantly challenging the way we work to make the payment journey for the Company's Customers an enjoyable experience.
You will work in a back office team of 4 administrators reporting to the Payments Ops Manager. Your responsibilities will include validating customer refund requests, allocating customer payments, and responding to all payment queries received from other business areas. You will be required to accurately manage high volumes within agreed SLAs. Additionally, you will identify opportunities for process improvements and highlight issues that may impact Customer Experience or create a Compliance Risk.
Key Responsibilities:
1. Undertake all payment processing tasks delivering against all team KPIs and SLAs.
2. Deliver excellent customer experience by owning the resolution of queries/disputes and proactively sharing best practices with colleagues.
3. Identify improvements to Payment Team processes and support the delivery of process improvements.
4. Ensure that all work instructions, processes, and procedures are updated as required and changes communicated to Team Members.
5. Liaise with external vendors including banks as required.
What we are looking for:
1. Excellent levels of accuracy and attention to detail.
2. Payments experience.
3. Administrative experience gained in a high-volume environment.
4. Advanced Excel skills.
5. Good communication skills.
6. Good understanding of customer impacts.
7. Experience working cross-functionally within the wider business.
Project People is acting as an Employment Business in relation to this vacancy.
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