Collections Case Handler

Purpose of the role:

The role of Collections Case Handler is to effectively manage a portfolio of high value debtors in order to maximise cash collections and reduce bad debt exposure by proactively contacting customers via telephone and/or email to reach fair and consistent outcomes, whilst making timely and informed decisions regarding next best actions.

The role holder will be responsible for proactively resolving customer queries to within agreed Service level Agreements (SLA) to unblock disputes and issues associated to payments, in addition to managing inbound customer contact as a result of outbound interventions.

Key accountabilities/tasks:

• Proactively contact customers by telephone and/or email to discuss payment and/or negotiate payment arrangements in-line with Business Stream standards.
• Management of inbound customer queries via telephone and/or emails.
• Responsible for managing a portfolio of customers to secure payment and resolve debt issues through query resolution
• Maintain and manage all correspondence received within the dedicated Service Level Agreements (SLA).
• Identify next best actions and collection interventions in a timely manner using data and insight to drive decision making process.
• Timely escalation of accounts to Team Manager and/or Senior Operations Manager where efforts have been exhausted and the next best action is not known.

• Manage own workload to ensure the delivery of work items allocated to you within agreed KPIs/targets and to agreed standards, ensuring all sensitive and or urgent cases are prioritised or escalated correctly.
• Proactively engage with stakeholders to reduce and drive resolution by taking ownership of internal and external customer issues relating to disputed debt.
• Maintain and update customer contact roles and records to support with golden data standards.
• Create, maintain and record all communications with the customer, colleagues and relevant stakeholders including timescales and actions taken to support any future collections activity.
• Ensure that a culture of debt awareness is promoted and maintained across the organisation.
• Support operational excellence by identifying and implementing process and policy improvements.
• Assist vulnerable and non-vulnerable customers by identifying appropriate arrears solutions.
• To undertake any other duties as may reasonably be required.
• Drive for operational excellence, identify and implement process improvement.
• To be an ambassador of Business Streams values & behaviours at all times;
• Be responsible for ensuring that the information and records processed (received, created, used, stored, destroyed) on behalf of the company are managed in compliance with ALL applicable legislation, codes and policies.
• Positively demonstrate a full understanding of Business Stream’s Health and Safety obligations and effectively manage the team ensuring all employees comply with all relevant policies and legislation

Person Specification

Essential

Qualifications: -

English (standard grade/GCSE or equivalent) / Mathematics (standard grade/GCSE or equivalent).

Skills, experience and knowledge: -

• Experience in a telephony-based collections role.
• Awareness of best practice debt management and cash collection techniques.
• Robust persuasion, negotiation and influencing cash collection skills.
• Strong problem solving skills and the ability to support customers who are experiencing financial difficulties.
• Ability to make collections decisions regarding next best actions timely and accurately.
• Excellent verbal and written communication skills with the ability to share knowledge in a clear and concise manner confidently to both customers and internal/external stakeholders.
• Work with a high degree of accuracy and strong attention to detail.
• Ability to remain calm and professional under pressure.
• Proven ability to build positive and productive relationships with customers, and colleagues.
• An understanding of the legislative and regulatory background of water industry.

Competency Framework