Debt Recovery officer

Job description

  Location
Croydon, Surrey
·  Salary
£13.31/Hour
·  Category
Public Sector - Local Government Administration
·  Job type
Contractor
·  Industry
Office and Secretarial
·  External Reference
LBC3542

Key Elements:

·  Champion, promote and demonstrate the Council's values in all aspects/areas of the role both within the department and across the council.

·  Support the council management team in the delivery of the Council's vision and corporate priorities.

·  Ensure that our customer commitment promises are reflected in all aspects of work

·  To ensure that all staff are committed to & engage with change initiatives and practices, including building an agile workforce that enables self and customers to adopt digital ways of working in all aspects of the role

·  Be a positive ambassador for the council and Croydon, maximising our influence and promoting Croydon in a positive light and creating opportunities to enhance the Council's image and reputation.

·  Provide a visible commitment to customer satisfaction and continuous improvement across all services.

·  Quality assurance of invoices (both automated and manually created), credit notes and refunds to meet council standards and daily set targets.

·  Creation and maintenance of customer accounts including liaison with departments to gather and validate all required information.

·  Independently search council records (ICT and case files) to obtain up to date customer information for greater levels of knowledge to aid the Debt Recovery Officers in cash collection.

·  Real time data entry of newly obtained customer information.

·  Ensure that all council data systems and templates are updated within agreed timeframes and quality standards as set by the Manager.

·  Strong management of your workload and files using agreed council systems and templates to agreed standards and volumes.

·  Check eligibility for collection agreements such as attachment of earnings/benefits and direct recovery from landlords and process as appropriate.

·  Under management direction follow up and quickly resolve (or escalate) broken payment plans, SPAs, agreements etc).

·  Identify and present opportunities for process improvements.

·  Positive / proactive approach to debt collection with knowledge of debt recovery and how this benefits the council.

·  Respond promptly and accurately to customer contact using the most appropriate medium, phone, letter, email etc.

·  Ability to build strong relationships with working partners to obtain correct customer information to meet debt reduction targets.

·  Performance driven; proven ability to meet / exceed key performance targets.

·  Investigate unallocated items regularly ensuring that payments reach the correct sundry debtor account.

·  Use appropriate systems e.g. Debt Hub to run daily reports to identify exceptions which are not progressing through debt recovery processes and take appropriate action.

·  To undertake reviews and updating of weekly deductions of

benefits (WDED's).

·  To gather information in terms of vulnerability and benefit entitlement to enable the appropriate recovery action to be taken.

·  To reconcile customer accounts and accounting transactions within appropriate systems to the general ledger.

·  To lead on the administration of the processes and procedures relating to commercial rents and car loans .

·  To lead on the administration of the processes and procedures relating to the Community Infrastructure Levy and Business Improvement District levy.

·  To extract, analyse and provide management reporting from the various systems to provide to accountants, departments in accordance with the Debt Recovery Support Manager.

·  Preparing cases for bulk tracing by external suppliers and managing the updates on the appropriate systems in a timely

·  Managing the escalated invoice dispute cases with the appropriate service areas.

·  Reviewing nominated write off cases for further trace information or benefits payments prior to their inclusion on the write off report..

·  Collating valid cases for the write off report for presentation to the Debt Recovery Support Manager.

·  Using systems and running reports to identify opportunities to consolidate debt and gain a single view of the customer.

·  Play a leading role in proactive customer reviews, this could include customer surveys, documentation review or improved online services.

·  Participation in department or corporate wide project teams focused on system, people or process improvements.

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