Revenue Assurance Agent

Overview

This role sits within the Finance department, reporting to the Revenue Assurance Manager. The position is based in London/Remote.

As the merchant portfolio grows, the organization is building a Revenue Assurance team to monitor merchant trading and settlement activity, investigate dormant and declining accounts, and focus on merchants that accrue debt during the term of the merchant agreement—where that debt cannot be recovered through normal settlement processes. This includes ensuring amounts are correctly invoiced, reconciled, and re-covered.

Responsibilities

• Investigate dormant and at-risk merchant accounts.
• Manage an allocated caseload of dormant merchants in Salesforce, covering accounts with between 7 and 120 days of no trading activity.
• Perform account checks for each merchant, including:
  • Recent trading activity
  • Company status on Companies House
  • Negative balances
  • Previous chargeback, refund, or cancellation queries
• Gather and record supporting evidence for each case, including:
  • Negative balance breakdown
  • Account screenshots
  • 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, 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 appropriate recovery actions to either return the merchant to trading or recover debts owed, including:
  • Reinitiating merchant trading, including reinstating Direct Debit mandates
  • Recovering outstanding balances through invoicing or by taking payment via pay-by-link or other approved methods
  • Applying administration fees where appropriate under the merchant contract
  • Referring 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.
• 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 the organization’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.

Requirements

• Experience in collections, credit control, accounts receivable, or a similar investigative role.
• Analytical and inquisitive approach to identifying root causes.
• Customer-first mindset and confidence in dealing with difficult conversations.
• Strong organization skills, ability to manage a caseload, and work to deadlines.
• Attention to detail and accurate record keeping.
• Comfortable working across multiple systems and data sets.
• Experience using Salesforce or a similar CRM.
• Experience using a finance invoicing system such as NetSuite (desirable).
• Payments sector knowledge (desirable).

Compensation & Benefits

• Life Assurance
• Ride to work
• 25 days holiday per year
• Workplace Pension
• Private Medical
• Employee Assistance Programme

Location

London/Remote