Revenue Assurance Agent

Department: Finance

Location: London/Remote

Reporting To: Revenue Assurance Manager

Company Overview

DNA 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 opportunity

As 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.

Purpose

Investigate 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 accounts

• Manage an allocated caseload of dormant merchants in Salesforce, covering accounts with between 7 and 120 days of no trading activity

• Carry out account checks on each merchant, including recent trading activity, company status on Companies House, negative balances, and previous chargeback, refund or cancellation queries

• Gather and record the supporting evidence for each case, including the negative balance breakdown, account screen-shots and the Merchant Service Agreement

• Identify merchants who are trading but carrying a negative balance and add them to the monitor list for ongoing review

• Maintain clear and accurate case notes in Salesforce, including all actions taken against each account

Protecting merchant revenue in line with the merchant contract:

• Contact merchants within agreed timescales to establish the reason for dormancy

• Apply the appropriate recovery action against each account to either:

o Reinitiate merchant trading, including reinstating Direct Debit mandates

o Recover outstanding balances through invoicing or by taking payment via pay-by-link or other approved methods

o Apply administration fees where appropriate under the merchant contract

o Refer unpaid accounts to external debt collection agencies

• Handle difficult conversations about outstanding balances, contract terms and fees professionally and with empathy

• Raise Termination Fee invoices in NetSuite in line with the merchant contract, and raise balance adjustments so merchant balances reflect amounts invoiced and recovered

• Close merchant accounts that cannot be retained and stop recurring charges to prevent ongoing negative balances

• Refer dormant accounts with unpaid chargebacks or refunds to the Chargeback Team in line with the relevant process

• Ensure all merchant communications are accurate and issued using approved templates

Terminal Fleet Recovery:

• Arrange the return of terminals through DNA’s logistics provider when a merchant account is closed or moves into recovery

• Track and follow up on failed returns and raise invoices for terminals not returned

Account maintenance:

• Process billing cancellations in line with the merchant contract

• Complete merchant account and store closures accurately across all relevant systems

• Reactivate merchant IDs (MIDs) for merchants returning to trading

Performance and continuous improvement:

• Deliver against agreed individual and team KPIs and SLAs

• Escalate High Value Customers and complex cases to the Revenue Assurance Manager in line with the recovery strategy

• Share insights on the root causes of dormancy to help prevent future revenue leakage

• Contribute to ongoing improvements to processes, guides and merchant templates

About you

• Experience in collections, credit control, accounts receivable or a similar investigative role

• An analytical, inquisitive approach to identifying the root cause of issues

• Customer first mentality and confidence in dealing with difficult conversations

• Well organised, with the ability to manage a caseload and work to deadlines

• Strong attention to detail and accurate record keeping

• Comfortable working across multiple systems and data sets

• Experience using Salesforce or a similar CRM, and a finance invoicing system such as NetSuite, desirable

• Payments Sector knowledge desirable

What’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 Assurance

• Ride to work

• 25 days holiday per year

• Workplace Pension

• Private Medical

• Employee Assistance Programme

We value ambition, curiosity, and honesty – it’s in our DNA.