Job Description

Key Areas:

• Telephone reception
• Accurate entering and processing of new cases; Letter Before Actions and Pre-Action Protocol letters to agreed client service levels
• Scanning, photocopying and filing
• Assisting with postal duties including packing and franking outgoing post
• Processing electronic client instructions received via website
• Preparing spreadsheets for BACS payments on a weekly basis
• Responsible for the daily tasks related to collection efforts for a portfolio of client accounts primarily chasing pre-legal debtors by phone and letter
• Be able to communicate with debtors in a clear and professional manner
• Negotiate payment terms with debtors where appropriate
• Have good research skills using resources and tenacity to achieve a thorough under-standing of the debtor
• Actively pursue knowledge of skills and tools to be used in all collection efforts
• To liaise with client contacts, build and develop relationships by providing a quality service
• Provide reports and analysis as required
• To input solutions to maximise opportunity
• Communicate and support the department Managers collection goals

Key Responsibilities:

• Answering and directing calls, with incoming calls being answered within 3 rings
• Ensuring that all LBAs received late on the previous day and before 2pm on the present day are issued, printed and packed
• Filing/scanning of post and other documents
• Dealing with debtor calls where possible and recording these in the in-house software
• Ensuring BACS payment requests are passed to accounts in time for processing
• Provide administrative support to all members of the Pre-Legal and Overseas Collections Department

Judgment and Decisions:

• Organisation of working day
• Decisions upon when the matter should be referred to other members of staff
• Identifying the needs of staff in the department and providing assistance to ensure its smooth running.

Required Knowledge, Skills, and Abilities

Computer skills including Internet Explorer and all Microsoft Office programmes Excel­lent com­mu­ni­ca­tion & people skills (writ­ten, ver­bal and tele­phone) Target dri­ven Able to multitask and handle several client accounts Basic under­stand­ing of debt recovery legal process Problem solver Initiative, motivation and focus Good knowledge of company products and services Per­sis­tent, assertive and com­pet­i­tive natured Good nego­ti­a­tion skills Pos­i­tive atti­tude Reli­able, depend­able and hon­est Ability to work unsupervised Strong work ethic