Collections and Recoveries Executive

Mission

Minimising (and identifying) bad debt and risk in the business through discussion and negotiation with customers

Key Responsibilities

  • Helping maintain and administer a portfolio of arrears cases (early, mid and late arrears) with the aim of collecting arrears payments placing accounts back into formula
  • Negotiating with customers and equipment suppliers over the telephone; in person at our offices and at the customer’s/ supplier’s premises in respect of arrears/ equipment issues - in a polite, respectful manner – maintaining boundaries
  • Using tact and discretion when negotiating with the customer/ supplier to maintain relations and promote a positive image of HHF
  • When applicable recommend (with supporting evidence) to line manager - HHF exercising forbearance on accounts which may include rescheduling of payments; writing off charges; writing off sums owing
  • Using collections experience to determine can’t pays from won’t pay cases.
  • Working knowledge of our legal options should the customer not pay, and the agreement is terminated
  • Good understanding of the terms and conditions of our contracts and the rights and responsibilities of the respective parties to the contract
  • Understanding of the applicable law and our internal processes for the work that we do concerning but not limited to the Data Protection Act, potential breaches; Anti- Money laundering; CONC Regulations & Guidelines and HHF’s complaints procedure
  • Understanding of how we treat regulated and unregulated customers according to law and the contracts signed
  • Recommending termination of accounts to reporting Manager
  • Being able to spot potential fraudulent customer activity such as but not limited to payment profiles; high risk kit and reporting any reasonable suspicions to a line manager
  • Recommending legal action on appropriate accounts with supporting evidence gathered showing a clear route to a successful financial recovery i.e. assets.
  • Working to agreed targets and deadlines
  • Assisting line manager with reporting and case summaries
  • Ability to draft correspondence in e mail and letter form in a polite, succinct style – distilling and summarising complex issues
  • Ability to use our collection’s system (after training) together with Word and Excel

Skills and Qualifications

  • Ability to demonstrate success in a similar role
  • Able to work in a high volume, pressured environment
  • Able to demonstrate empathy, understanding and have the confidence to handle difficult customer/ supplier contact and conversations in person and over the telephone
  • Excellent telephone manner with the ability to actively listen
  • Flexible and ability to prioritise
  • Good at problem solving and willingness to suggest effective solutions
  • Positive and progressive team member