Revenue Assurance Agent

Department: FinanceLocation: London/RemoteReporting To: Revenue Assurance ManagerCompany OverviewDNA Payments is a rapidly growing FinTech organisation, established in 2018. We are one of the UK’s largest independent payment providers, supporting over 60,000 merchants and processing more than £1.2 billion in transactions each month. Our mission is to simplify and enhance the way businesses accept payments through innovative and reliable solutions.The opportunityAs our merchant portfolio grows, we want to get better at spotting the early signs that revenue is at risk and acting on it quickly. We are creating a new Revenue Assurance Team to monitor merchant trading and settlement activity and investigate dormant and declining accounts. The team will focus primarily on merchants that accrue debt during the term of the merchant agreement, where that debt can’t be recovered through normal settlement processes, making sure it is correctly invoiced, reconciled and re-covered.PurposeInvestigate dormant and at-risk merchant accounts to identify the reasons behind reduced or stopped trading, and take the ap-propriate recovery action to either return the merchant to trading or recover debts owed in line with the merchant contract.You will be Responsible For:Investigating dormant and at-risk accountsManage an allocated caseload of dormant merchants in Salesforce, covering accounts with between 7 and 120 days of no trading activityCarry out account checks on each merchant, including recent trading activity, company status on Companies House, negative balances, and previous chargeback, refund or cancellation queriesGather and record the supporting evidence for each case, including the negative balance breakdown, account screen-shots and the Merchant Service AgreementIdentify merchants who are trading but carrying a negative balance and add them to the monitor list for ongoing reviewMaintain clear and accurate case notes in Salesforce, including all actions taken against each accountProtecting merchant revenue in line with the merchant contract:Contact merchants within agreed timescales to establish the reason for dormancyApply the appropriate recovery action against each account to either:o Reinitiate merchant trading, including reinstating Direct Debit mandateso Recover outstanding balances through invoicing or by taking payment via pay-by-link or other approved methodso Apply administration fees where appropriate under the merchant contracto Refer unpaid accounts to external debt collection agenciesHandle difficult conversations about outstanding balances, contract terms and fees professionally and with empathyRaise Termination Fee invoices in NetSuite in line with the merchant contract, and raise balance adjustments so merchant balances reflect amounts invoiced and recoveredClose merchant accounts that cannot be retained and stop recurring charges to prevent ongoing negative balancesRefer dormant accounts with unpaid chargebacks or refunds to the Chargeback Team in line with the relevant processEnsure all merchant communications are accurate and issued using approved templatesTerminal Fleet Recovery:Arrange the return of terminals through DNA’s logistics provider when a merchant account is closed or moves into recoveryTrack and follow up on failed returns and raise invoices for terminals not returnedAccount maintenance:Process billing cancellations in line with the merchant contractComplete merchant account and store closures accurately across all relevant systemsReactivate merchant IDs (MIDs) for merchants returning to tradingPerformance and continuous improvement:Deliver against agreed individual and team KPIs and SLAsEscalate High Value Customers and complex cases to the Revenue Assurance Manager in line with the recovery strategyShare insights on the root causes of dormancy to help prevent future revenue leakageContribute to ongoing improvements to processes, guides and merchant templatesAbout youExperience in collections, credit control, accounts receivable or a similar investigative roleAn analytical, inquisitive approach to identifying the root cause of issuesCustomer first mentality and confidence in dealing with difficult conversationsWell organised, with the ability to manage a caseload and work to deadlinesStrong attention to detail and accurate record keepingComfortable working across multiple systems and data setsExperience using Salesforce or a similar CRM, and a finance invoicing system such as NetSuite, desirablePayments Sector knowledge desirableWhat’s in it for you?You’ll work with a collaborative team and will join a fast-growth fintech where you’ll get the chance to learn and develop. If that’s not enough, you’ll also receive the following benefits:Life AssuranceRide to work25 days holiday per yearWorkplace PensionPrivate MedicalEmployee Assistance ProgrammeWe value ambition, curiosity, and honesty – it’s in our DNA.