Portfolio Agent

Responsibilities

• Handling inbound cancellation and downgrade requests from merchants
• Running outbound save calls to at-risk accounts flagged by the team
• Negotiating pricing, plan changes, and contract extensions to retain revenue
• Owning each case end-to-end, from first contact through CRM updates, contracts, and billing
• Hitting monthly save-rate and retained-revenue targets
• Working alongside Finance, CS, and Sales to ensure all activity follows process and supports our key metrics
• Skills & Attributes
• 1 to 3 years in a phone-based, commercial, target-driven role: retention, renewals, inside sales, account management, or collections
• A proven track record against a commercial KPI, whether save rate, renewal rate, bookings, quota, or a collections target
• Confidence on the phone with people who are frustrated, indifferent, or already half out the door
• Comfort with structured negotiation: discounts, plan changes, and objection handling
• Strong organisation to own the admin without anything slipping
• A proactive attitude: spotting patterns in why customers leave and feeding that back to the team
• Our Values
• At Flatpay, how we work matters as much as what we achieve.
• Happy Humans – We bring energy to our work and create teams people enjoy being part of.
• No Assholes – We perform at a high level while treating colleagues and customers with respect.
• It's Our Business, Own It – Everyone takes responsibility and manages their work like it's their own business.
• Start With No – We challenge ideas, think commercially and focus on what truly creates value.
• Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.
• The Best Argument Wins – Titles don't decide outcomes. We debate openly to reach the best decisions.
• What's in it for you
• Medicash EAP – free, confidential support for your mental, physical, and financial wellbeing
• Medicash Proactive – cashback on everyday healthcare including dental, optical, and physio
• Bupa Select – private medical insurance
• Refer-a-friend scheme – earn up to £500 for every successful referral
• Background & Requirements
• Fluent English
• Right to work in the UK (we are not able to sponsor visas at this time)
• Able to work from our London office 5 days per week
• Hiring Process
• Application Review – Our Talent Team reviews your CV to assess experience and potential fit.
• Talent Team Call (20-30 minutes) – A conversation to understand your background, confirm role fit and discuss what motivates you.
• Manager Interview – A video interview with your hiring manager, conducted via our recruitment platform.
• Offer – Successful candidates receive a fast-turnaround offer, with onboarding dates available monthly.