High Risk Recoveries Agent - Debt Operations

Job Description

High Risk Recoveries Agent; Debt Operations

Location: Sale, Manchester

Role Profile (The purpose of the role)

The High Risk Recoveries Agent is responsible for recovering debts for high-risk customers with balances of £15,000 or higher. This role will also managing accounts where customers are undergoing a complex change of tenancy process and working with third party DCAs to manage the end to end collection do debt up to the point of litigation.

Scope of the Role (The functions, people and revenue responsibilities)

Direct Reports: None

Reports to: Head of 3rd Party Recoveries

Responsibilities of the role (What we want you to do)

• Manage a defined portfolio of high-risk customers ensuring that those customers are effectively managed through the debt collection processes.
• Oversee and manage all debt related queries for defined portfolio of customer by taking inbound calls and correspondences that have been passed from other teams.
• Actively manage and contact customers that are overdue using statement of account reconciliations (to allow for a full analysis of the account) and other methods including telephone conversations to review details of all overdue balances.
• Proactively, review new invoices raised to identify potential bill shocks and link in with customers prior to the customers payment due date.
• Manage and aim for first-time resolution with customers agreeing a payment or payment plan and re-setting Direct debits to avoid future debts where appropriate.
• Work with the supporting teams such as PDV/Disconnections and 3rd party recoveries teams to escalate balances and move accounts through the debt management process where resolution cannot be achieved through 3rd party channels.
• Work closely with Change of Tenancy teams on complex change of tenancy cases, verify tenancy details to identify the party responsible for the outstanding debt and collecting this effectively
• Successfully review & resolve complaints & dissatisfactions in line with our processes supporting the payments specialist team and working very closely with our customer resolution team.
• Liaise with our Customer Resolution Team to resolve disputes that are preventing payment.
• Ensure all company & collections process, policy and procedures are always adhered to including regulatory aspects.
• Ensure own activity complies with all regulatory standards, GDPR and quality policies.

Experience (What you need to have already done to be right for this role)

• Previous experience in a high risk collection's role.
• Previous experience working within a regulated industry collecting customer debt.
• Experience of working with defined ledgers of customer debt.
• In-depth knowledge of debt management systems and how best to use these to manage customer debt.
• In-depth knowledge of regulatory and legal frameworks impacting management of customer debt

Skills (The personal capabilities needed to excel in this role)

• Excellent written and verbal communications skills. Flexibility in communication styles to accommodate individual customers.
• Excellent analytical skills to enable ledger and customer debt analysis.
• High level of attention to detail and organisation, with a sense of ownership, pride and

responsibility for the accuracy of your own work.

• The drive, curiosity and determination to resolve customer issues making it easy for our customers to deal with us.
• A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
• The ability to be flexible to the various work flows within the department.
• A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.

Qualifications and other requirements

• Qualifications: Fully/Part Qualified or working towards Chartered Institute of Credit Management preferable.
• Location: Within commuting distance of Sale, Manchester.