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Direct Debit & Refunds Specialist
Here's what you'll be doing
npower Business Solutions (nBS) is the E.ON UK Industrial and Commercial (I&C) pillar and a market leader in the B2B energy retail sector. I&C is a £6 billion revenue business serving c60,000 customers and around 300,000 meter points with a view to becoming the number one B2B energy supplier in the UK.
We are looking for a Direct Debit & Refunds Specialist to join our team on a 10-month fixed-term contract basis. As a key member of the Debt Collection & Risk Team, the Direct Debit & Refund Specialist plays a crucial role in efficient processing of Direct Debits, risk reporting, validating and processing refunds, ensuring compliance, risk mitigation, and an improved customer experience within I&C whilst following specialist processes. This role offers the hybrid working approach, where you will be working in the office (Solihull) 2 days per week.
Key responsibilities
* Work collaboratively across the I&C business to optimise cash collection, promoting Direct Debit as preferred payment choice to support in cash collection objectives, and improve upon the existing portfolio.
* Applying knowledge of the strict BACs guidelines and policies when providing support and advice, including when processing mandates to ensure a compliant audit status, retain licences and mitigate risk to the business.
* Accurately and effectively validate, record and monitor Direct Debit collections, identifying system errors, and proactively working to get them resolved to decrease the possibility of missed collections.
* Provide stakeholder reporting to assess the effectiveness of different payment methods, highlights rejected payments and ensures visibility to management and impacted teams.
* Ensure that refunds and Direct Debit indemnity claims are processed within SLAs, whilst following the mandatory processes and adhering to the internal DOA hierarchy.
* Thoroughly completing checks to prevent financial inaccuracies and mitigate fraud and money laundering.
* Maintain a strong keen awareness of industry and company policies which influence local procedures, highlight local issues and suggest possible improvements to local working practices to ensure tasks are appropriately handled, right first time.
What we need from you
* Knowledge and proven experience of financial accounting and banking regulations, especially concerning general ledger, Direct Debits, BACS guidelines and the Indemnity Claim process.
* Committed to delivering exceptional customer service and operational excellence while meeting business, customer, and regulatory requirements, ensuring strict adherence to compliance procedures at all times.
* Strong numerical, analytical and problem-solving skills, with an attention for detail.
* Proficiency in Excel, with the ability to learn new reports and processes easily.
* Excellent communication skills and the ability to liaise effectively with other departments to share knowledge.
* Pro-active, with strong organisational and time management skills, having the ability to work under pressure to meet strict deadlines and KPI's.
It would be great if you had
* Experience of using Junifer systems.
* An understanding of the concept of working capital and the influences Credit Control and collection performance has.
Here's what you need to know
* Award-Winning Benefits: Our market-leading benefits package includes 26 days of holiday plus bank holidays, a generous pension scheme, life cover, bonus opportunities, and access to 20 flexible benefits with tax and/or NI savings. Recognised with thePersonnel Today Reward, Recognition and Benefits Award 2022, our benefits truly stand out.
* Recognised for Family-Friendly and Hybrid Policies: In 2024, we earnedDouble Recognition at the Personnel Today Awardsfor our exceptional family-friendly and hybrid working initiatives. Let's discuss how we can work together flexibly.
* Inclusive Employer: As the only energy company in theInclusive Top 50 UK Employers(currently ranked 8th), we're committed to equal opportunities, diversity, and fairness for everyone.
* Support for Disabled Applicants: As aDisability Confident Employer, we guarantee an interview for all disabled candidates who meet the minimum role criteria.
* Development Opportunities: With inclusive talent networks, learning resources, and skill-building programs, your career growth is a priority.
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