Collections Officer known internally as a "Customer Accounts Advisor
Location: Beeston, Nottingham, NG9 1LA - Free on-site parking subject to availability
Salary Banding: £28,044 - £29,519
Full Time Permanent Post based on a 37.5hr working week.
Due to an internal promotion, we are looking for an individual who is passionate about providing an exceptional customer experience and looking for a new role in collections. Do you enjoy speaking with customers and solving their problems with empathy and understanding? If so, we want to hear from you, as here at MTVH we are looking for a Customer Accounts Advisor based within our Income Collections Team to join our established Customer Service Department.
This role:
As a Customer Accounts Advisor your role will be to proactively review and manage Home Ownership accounts that are in static or increasing arrears, and sometimes at risk of legal action or eviction. Empathy and a desire to help others is vital to understand each customers situation and look for possible avenues of income recovery, while also being firm and clear with outcomes and expectations.
Key responsibilities:
* Engage with our customers by phone, usually through outbound contact and less frequently through inbound, also via email and letters where required.
* Prevent and reduce arrears by providing information and support, negotiate and implement payment arrangements, and signpost for external funding where applicable.
* Assist with welfare benefits related issues and queries, using knowledge of this area to help residents maximise potential income.
* Consult with internal teams and external agencies in order to reach resolutions and maximise the support our residents receive.
* Follow the debt recovery process, taking cases through the legal process until concluded where necessary.
What you’ll need to succeed:
* Excellent communication skills and the ability to negotiate and deliver clear messages.
* Collections experience is essential.
* Knowledge of the Homeownership tenure is essential and a good understanding of the Social Housing section is desirable.
* Be able to work and manage your caseload independently, as well as working within the team to achieve shared targets.
* Great attention to detail and be process driven.
* Empathy combined with judgement and facts established to assess and decide on the best course of action for each case.
* Prior knowledge of the welfare benefits system, and a background in collections or within social housing would be desirable.
In line with our smarter working approach, hybrid working is available for this post to be discussed at interview. Office days will be an alternate basis, with shifts ranging between 8am – 6pm, Monday to Friday. You will have access to your rota and shift pattern at least 4 weeks in advance