Overall Job Purpose
To maximise recoveries on behalf of a portfolio of clients whilst ensuring internal and external compliance protocols are met.
Effectively collect outstanding debt by phone and in writing in a busy department
Dealing with own portfolio of cases. Conduct investigations into customer’s affairs, i.e, asset position and identifying business distress and associated trigger points.
Identify potential cases for further action, be it legal escalation or potential corporate opportunities
Provide weekly, monthly and adhoc reporting and analysis of debt to managers and directors.
Minimise any potential complaints and where they do occur deal with these in line with the agreed procedures.
Meet regular targets that are set both within your team and the department, including call monitoring and other quality reviews.
Be able to negotiate payment terms and deal with customers on an individual basis clearly showing that any payment arrangement is affordable on an on-going basis.
Understanding and having the ability to adopt approaches towards different customers according to the situation. Have a good understanding of the way to identify and deal with Care / Vulnerable customers and assist them as best you can.
Maintain awareness and implementation of Treating Customers Fairly when communicating with customers including passing regular tests to ensure understanding of the key standards.
Assisting with other departments if and when necessary, including upselling of internal portfolio risk products and collecting change of tenancy information for our utility clients.
Skills, Experience and Knowledge
We are looking for a proactive and forward thinking individual who is able to work independently as well as part of a team.
This role would suit someone who is resilient with strong negotiation skills.
Experience of working in a telephone-based role, either within debt collection, customer services or sales.
An insolvency-based background
Previous experience of working with clients within the utilities sector would be beneficial.
Studying for Institute of Credit Management would be advantageous.
Effective use of IT including Excel, Word and PowerPoint.
Maintains high professional standards of conduct and practice.
Able to organise and manage time efficiently and effectively whilst being flexible.
Awareness of TCF, Lending Standards Board.
Confident written and verbal communication skills essential.
Ability to multitask and work in a fast-paced environment is essential.
At RSM we work hardto create an environment where our people can make a difference - tothemselves, their career, their teams, and to the success of our firm andclients.
We support all our people to work flexibly, to manage their family andother responsibilities alongside their work commitments;
we believe this is keyto achieving an inspiring and fulfilling working environment
Diversity and Inclusion at RSM
At RSM, inclusion and diversity are central to our values. We have an authentic focus on intentional inclusion, enabling our people to feel they can bring their whole self to work and ensuring everyone feels supported, respected and confident to make a valuable contribution.
To find out more, please visit our Diversity and Inclusion page on our Careers Website.