The aim of the role is to assist the key account manager in providing a prompt and efficient service to clients. The firm specialises in recovering unpaid service charges, ground rents, and other arrears. The individual in this role will proactively ensure compliance with the firm's service level agreements and will keep clients and their agents regularly updated on the progress of each case referred to the client. Regular interaction will be required with clients, leasehold and freehold property owners, solicitors, mortgagees, and other authorised third parties. The individual will be responsible for obtaining payment from owners within the shortest possible timeframe on behalf of clients, taking into account individual owner vulnerabilities, the Pre Action Protocol for Debt Claims, and the rules set out by the Financial Conduct Authority. Duties & Responsibilities: Caseload management Calculating and understanding client instructions and statement of accounts Entering new instructions onto the system Obtaining Land Registry documents Titles, Leases, Transfers and understanding them Inbound / Outbound calls Owners, solicitors, clients and mortgagees Responding to email/written queries from clients, owners, solicitors and mortgagees Dispute Resolution and responding to Reply Forms Complaint acknowledgement Use of clients databases to obtain statements, demands and invoices Payment plan negotiation and agreement Taking payments by card and allocating cheque payments Preparing and Serving Section 121 Notices Following set processes and guidelines ensuring all required actions are carried out to achieve desired outcome Ensuring daily individual and team targets are achieved e.g diary, emails and distributed worK Reporting to client/client care ADZN1_UKTJ