Responsibilities
- Communicating with clients/creditors,
- Establishing the facts of their situation and utilising the tools available creating a record of their circumstances including, where appropriate, a clear statement of income and expenditure
- Agreeing appropriate solutions to the situations presented
- Presenting the clearest possible instruction to the next area in the service chain as to the solution agreed
- Sustaining the client through the journey of establishing the appropriate outcome and clearly communicating the requirements necessary to complete that journey including the collection of 3rd party evidence.
- Producing and checking appropriate documentation, presenting proposals to clients and creditors for approval
- Holding and chairing creditor meetings, engaging in negotiation to present and agree best outcome for client.
- Completing appropriate system records, processing case admin, customer documentation and communication and establishing ongoing plan payment collection
- Understands what key risks of operational area are.
- Understands the difference between a risk and an issue.
- Takes ownership of spotting issues and raising them to the relevant person (Team Leader) in a timely manner
- Engaging with client/creditor through the life of the plan, conducting annual reviews, collecting evidence of continuing or changing circumstances and acting on that information where appropriate
- Producing reports to creditors, holding variation meetings, chasing default, and agreeing appropriate solutions to circumstances which arise
- Agreeing in conjunction with the Team Leader technical solutions to cases utilising the services of IP’s where appropriate
- Processing payments, closing accounts as necessary and accounting to creditors for funds due
Key skills & knowledge
- Up to date technical product knowledge and awareness of regulatory compliance relevant to the area of the debt division including TCF principles and complaints handling.
- Engaging communication and listening skills, ability to empathise with clients.
- Ability to make decisions and provide advice to clients within the operational framework and the training, guidance and support provided.
- Adaptability to competently use and respond to different modes of client communication and internal IT system.
- Good team player and a commitment to delivering excellent internal and external service standards.
Job purpose
Case officers are expected to be the best they can be in order to deliver better results – for themselves, their team, the function, and the business as a whole.
All case officers are expected to engage with this ethos and represent the business professionally and to the best of their ability to their internal and external audiences.
Department purpose
The Debt Management department is responsible for helping clients in a Debt Management Plan. Employees deal with vulnerable clients and need to build and maintain strong relationships with them to ensure that accurate information is both taken and given throughout this process, and that client and regulatory needs are always met.
Key information
- Monday to Friday position (no Saturdays)
- 8-hour shifts between 8am – 8pm
- £25k rising to £28k on completion of probation (6 months possibly earlier)
- Office based – Grantham
- Telesales/sales experience is essential for this role