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Location: South East London
Hours Per Week: 35
The role requires experience with debt collection and telephone calls. Debtor case management, processing of card transactions, other back office work, reporting to line management.
Ideally, we are looking for someone who has knowledge of academy systems, enterprise info@work. debt recovery OneStep system, AIM payment portal processing systems. Has experience working in debt recovery industry, ideally someone with some form of knowledge of the taking control of goods regulations 2014. who has call handling skills and can manage difficult call content and manage conflict well.
Responsibilities
- Undertake duties of the post with minimal supervision.
- Will be required to provide training and supervision on specific tasks to trainees and other officers.
- Identify training needs, assist in preparation and delivery of training and to undertake training as required.
- To deal with all internal and external customers enquiries in a courteous, approachable, helpful and professional manner.
- Deal with customer enquiries within specified timescales, Interview customers and make arrangements for payment.
- Account for monies received and control the use of a manual receipt book and other documents.
- Support the enforcement Agents by assisting with the allocation of their work load cases.
- Enter reports via appropriate devices/databases and ensure maintenance of the revenue software and hardware.
- Comply with procedures to maintain an accurate database, fulfill audit requirements and meet/ exceed internal and external accreditations.
- Amend and update existing accounts with relevant amendments in accordance with procedures.
- Provide information, support and advice to stakeholders and other services in order to meet the overall standards in service delivery and customer care.
- Ensure all necessary action is taken to collect revenue efficiently and effectively.
- Be able to differentiate between those avoiding payment and those who may need a more sympathetic approach, with knowledge of welfare rights.
- Keep the Team Leader informed of all matters concerning the post holder's workload on a regular basis.
- Ensure that debts are collected in accordance with the legislation, internal processes, procedures, codes of practice and GDPR.
- Obtain relevant information, make payment arrangements with customers and process methods of payment changes.
- Work closely and co-operate with contractors retained for enforcement of debts.
- Coordinate actions to collect where a range of debts are owed by an individual.
- Proofing of daily system documentation, ensure data is correct and comply with GDPR regs.
Essential
Good knowledge and use of the internal memo system to help gather information and share with other Departments.
Consistently meet performance targets and standards.
Maintain performance statistics.
Prepare procedures and documentation in accordance with quality standards.
Knowledge of tracing systems and procedures and to utilise them responsibly.
May be required to work evenings, weekends and occasional public holidays, to meet service requirements.
