Debt Enforcment Officer
Lewisham
I am recruitng for a local authoirty who require an additional SO1 support enforcement officer.The role requires debt collection, telephone calls. Debtor case management, processing of card transactions, other back office work, reporting to line management.
We require 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.
Job Role
The efficient and effective collection of revenue in accordance with legislation and service objectives. To make enquiries to trace the whereabouts of absconders.
To have professional competence in all aspects of internal and external customer enquiries and to ensure that all customers receive a courteous, approachable, helpful and professional service.
To work as part of a team supporting Enforcement Agents dealing with the collection of varied Revenue Income streams.
Deal with complex queries including complaints by correspondence, telephone, interview face to face and electronically, ensuring; timely, accurate, appropriate responses and suggest remedial action where weakness in service delivery is identified.
Key Responsibilities
Good knowledge and use of the internal memo system to help gather information and share this with other council Departments.
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, in accordance with the Council's policies and procedures.
Ensure that all Controlled Goods Agreements are kept in a secure place and available on request to justify fees applied.
Support the enforcement Agents by assisting with the allocation of their work load cases.
Enter reports via appropriate devices/databases in accordance with the Councils processes and procedures.
Comply with procedures to maintain an accurate database, fulfill audit requirements and meet/ exceed internal and external accreditations.
Provide information, support and advice to stakeholders and other services in order to meet the Council's overall standards in service delivery and customer care
Be able to differentiate between those avoiding payment and those who may need a more sympathetic approach, with knowledge of welfare rights