Customer Investigations Agent

Are you ready to write your next chapter?

Worldpay and Global Payments our new company serves more than 6,000,000 customers, processing nearly $4 trillion in annual volume across 94 billion transactions in more than 175 countries.

We work with 95% of the world’s leading banks. We support more than one million merchants around the globe including Tesco, Deliveroo, Amazon, PayPal, Netflix, PlayStation, Wayfair, Zara, Apple, Airline, Coca-Cola, Etsy - many more

About the team

Our Global Collections team provide support to our business customers, managing accounts with a strong focus on mitigation of losses, cash collection, and aged debt clearance. We’re looking for a Customer Investigations Agent to join our ever-evolving Global Collections Team to help us unleash the potential of every business.

This is a hybrid model of 3 days at home a week and 2 days a week in our vibrant Manchester Office in the ever-desirable area of Spinningfields, Manchester City Centre.

What you’ll own as the Investigations Agent

Customer facing, dealing with queries on a day-to-day basis, supporting inbound questions received from customers who have received emails from the automated systems – will be on point to answer questions related to debt balances and resolving issues with internal partners through to completion. Role may also involve requesting bank traces, proof of payments and recalls to help resolve Customer issues. Providing MI and education to customers and internal stakeholders to prevent repeat queries.

Key Responsibilities:

• Completion of query investigations, from identification of issue through to resolution.

• Analysing trends and proactive resolution of issues.

• Acquire specialist knowledge to provide accurate advice and information to both internal and external sources.

• Prioritise workload effectively throughout the day to ensure all SLA’s are adhered to in a high volume, fast paced and demanding team.

• Work as part of the team to ensure daily objectives are met.

• Continually look for way of improving efficiencies, providing potential solutions and follow through to implementation.

• Build strong relationships with key stakeholders across the business

What you'll bring

• Proficient in MS Office, especially Excel.

• Customer service experience.

• High level of analytical skills.

• Passion for attention to detail and getting it right first time.

• Able to prioritize and deliver to deadlines.

• Able to manage multiple queries at one time.

• Ability to look beyond the numbers to identify issues, anomalies and understand root cause.

• Adaptable to changing priorities and requests.

• Strong written and verbal communication skills.

It’s a bonus if you have:

• Understanding of payment processing.

• Payments, acquiring, Debt/Collections or finance industry experience.

• Experience of payment/banking systems.

What we’ll bring for you

We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect.

• A competitive salary and benefits.

• Time to support charities and give back to your community.

• Global recognition platform.

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