Job Description

Duties will include but not be limited to:

• Manage correspondence and notifications relating to vulnerability or financial hardship.
• Liaise with those who are in a vulnerable situation, by the appropriate means, including letter, email, and phone calls.
• Identify the need and refer to independent organisations for extra advice, guidance, and support.
• Review and filter department mailboxes and diary reminders
• Communicate with debtors or their authorised representatives, gathering information.
• Collate and review evidence, plus carry out analysis of case history, that will allow the business to efficiently deal with vulnerability and find a resolution on behalf of the creditor.
• Compile detailed and professional responses, via email and letter.
• Set up payment arrangements and carry out periodic reviews.
• Ensure the case management system is kept up to date and is maintained.
• Escalate difficult cases to an appropriate senior member of staff.
• Provide the Welfare Manager, with adhoc support, regular updates, and statistical analysis.
• Provide training to members of staff, where required.

Required Knowledge, Skills, and Abilities

You must be organised and have excellent communication skills, along with the ability to work confidentially. This role requires an ability to deal with customers professionally, calmly, and tactfully due to the sensitivity of their situation. You must be able to demonstrate integrity and flexibility, while delivering results and meet company expectations.