The aim of the role is to supply a prompt and efficient service to clients and recover unpaid service charge and ground rent arrears on their behalf in a timely and accurate manner. The individual in this role will proactively ensure that the firm remains within its service level agreements and that clients and their agents are kept regularly updated with the latest progress of each case referred to the client. Regular interaction with clients, leasehold and freehold property owners, solicitors, mortgagees, and other authorised third parties is involved. The role requires obtaining payment from owners within the shortest possible timeframe on behalf of clients while considering individual owner vulnerabilities, the Pre Action Protocol for Debt Claims, and the rules set out by the Financial Conduct Authority. The individual will readily identify what constitutes a complaint or a legally valid dispute and provide a detailed response via telephone and/or in writing in accordance with established processes. This role is fast-paced and varied, requiring excellent communication skills, attention to detail, familiarity with computer systems and databases, excellent numerical and written skills, and the ability to tactfully recover owed funds. 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