Job Title: Income Collection Assistant
Grade: G5
Service Area: Finance
Reports to: Income Team Manager
Location: Walsall Council
Job Purpose
To provide an efficient and effective income collection service, ensuring the timely recovery of monies owed to the Council while delivering a customer-focused approach that supports residents in managing their financial obligations.
Key Responsibilities
* Maximise Council income by undertaking debt recovery activities in line with policies and procedures, including telephone, email, letter contact and referral to external collection agencies where appropriate.
* Assess debtor circumstances and support customers by agreeing suitable payment arrangements and signposting to relevant advice or support services.
* Maintain accurate and timely case records, updating systems with actions, outcomes, and key dates to ensure effective monitoring of arrears.
* Review outstanding accounts regularly and prepare cases for escalation, including legal recovery action where required.
* Process and validate financial transactions including invoices, credit notes, and write-offs, ensuring compliance with financial regulations.
* Provide a high-quality customer service focused on preventing debt and resolving payment issues early.
* Support colleagues and senior officers with disputes, complaints, audits, and service improvements.
* Use financial and corporate systems to monitor, reconcile, and report on income and debt performance.
* Contribute to team objectives, training activities, and the development of improved processes and procedures.
* Manage workload effectively and adapt to changing priorities within the service.
Person Requirements
* Experience in debt recovery, credit control, or financial administration (preferably in a public sector environment).
* Strong customer service and communication skills, with the ability to handle sensitive financial conversations.
* Ability to assess financial situations and agree realistic repayment arrangements.
* Competent in using IT and financial systems to manage and record casework accurately.
* Good organisational skills with the ability to manage multiple cases and deadlines.
* Understanding of financial processes, compliance, and data confidentiality.
* Minimum GCSE Level 2 English and Maths (or equivalent experience).
* NVQ Level 3 in Business/Finance or equivalent experience desirable.
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