As a Senior Collections Officer, you will negotiate payment plans, manage overdue accounts, assess for legal escalation, and handle financial hardship cases. You’ll also oversee accounts in liquidation or bankruptcy, address escalations, and maintain compliance with debt collection laws while collaborating with the team.
What you will be doing:
- Work directly with customers to negotiate affordable and sustainable payment arrangements that aim to bring overdue accounts back into good standing.
- Employ skip tracing techniques and tools to locate customers
- Conduct thorough reviews of accounts, analysing payment histories, previous collection efforts, and current financial status to determine the best course of action for recovery.
- Assess when accounts should be escalated to external solicitors or collection agencies for legal action. Prepare and present supporting documentation, including payment history, due diligence, and any efforts made to resolve the debt before escalation.
- Evaluate and manage financial hardship cases, conducting Statements of Financial Position and determining the best solutions for both the customer and the business.
- Handle administrative tasks related to accounts under liquidation or bankruptcy
- Be the first point of contact for escalated cases, resolving complex or sensitive customer issues with professionalism and expertise.
- Collaborate effectively with team members to provide guidance on challenging accounts.
- Maintain accurate and detailed records of customer interactions, payment plans, and legal processes. Regularly report on account statuses, escalations, and recovery progress to the Collections Manager and Head of Collections.
- Stay informed of relevant laws and regulations related to debt collection, bankruptcy, and financial hardship to ensure all actions comply with industry standards.
