Job Description

• Ensure demands are raised, arrears are collected (and where relevant tax receipts are issued) on behalf of Client(s) in accordance with the Clients’ debt recovery policies;
• Working within the debt recovery strategy and operating within contractual compliance, including performing within the SLAs and KPIs.
• Working with surveyors, clients and other team members on the most appropriate actions to recover debts and managing escalation of debt recovery through third party specialists or client specific procedures;
• Maintaining complete and up to date records of actions to settle arrears and monitoring and reporting on collection performance;
• Assisting in continuously improving processes for arrears collection to ensure monies are collected in an efficient manner in accordance with all relevant legislation.
• Processes
• Processes are seen as essential to the operations of the team, department and wider internal stakeholders.

It is key that this role will:

• Develop, implement and continuously improve processes and procedures to ensure service delivery standards for internal and external clients are met;
• Work with internal audit and compliance to ensure that all compliance and control requirements are met; and
• Participate in controls of activities.
• Work with the management team to improve the efficiency, effectiveness and control of their day-to-day work;
• Liaise with the Credit Control Manager/Assistant Manager, team members, surveyors, client accountants and Clients to ensure that debt collection issues are resolved in a timely manner, and that risks of non-recovery are reported and mitigated;
• Ensure accurate and complete records of debtor payment performance, conversations and actions agreed are maintained and that payment reminders are issued to poor payers;
• Ensure arrears are collected on behalf of clients in accordance with clients’ debt recovery policies for the methods and timescales to be employed in escalating recoveries;
• Provide ad hoc and monthly credit control reports and aged debtor analyses;
• Ensure that all tenant queries are actioned within 24 hours, liaising with surveyors and client accountants as required;
• Actioning Client voids along with the Client Accountants to ensure recovery of monies from Clients are appropriate;
• Identify and clear unallocated cash;
• Maintain records of any tenant disputes and/or complaints and manage their resolution in conjunction with the surveyor and client accountant responsible.
• Individual and team based targets; and
• Assists the manager to manage within budget and minimize overhead spend.
• Manages existing Client relationships;
• Able to work on a broad range of projects, referring to senior colleagues/ external specialists on highly unusual or technical issues;
• Specialist in one aspect of own discipline. Broad knowledge of principles and practices of related disciplines; 
• Evaluates, adapts and improves standards, techniques and procedures; and
• Participates in the selection, testing and implementation of new systems features to support credit control operations and is a contributor to BNP Paribas Real Estate projects.

Required Knowledge, Skills, and Abilities

• Must be highly numerate and accurate, with a strong attention to detail;
• Experience of working within a credit control / rent collection team within in a property management or similar environment.
• Qualification or part qualification in credit control and debt management or a related accounting discipline is preferred;
• Tenacious, presentable, assertive, adaptable, self-aware and self-motivated with excellent verbal and written communication skills and a professional telephone manner;
• Conscientious and highly focused, with an understanding of credit control and debt collection procedures and an appreciation of data protection issues;
• Understanding of accounting techniques, including sales ledger transactions would be an advantage;
• Committed to the provision of excellent customer service and to meeting deadlines;
• Commercially astute, innovative and solutions oriented;
• Organized and methodical, able to work to tight deadlines and manage time effectively; an
• Good skills in Microsoft Office products (Excel, Word, and Outlook).
• Experience of property management and accounting packages for managing agents (ideally Trace Tramps, or similar packages such as Yardi Propware / Voyager, Qube Horizon) would be a distinct advantage.