Collections Officer

London borough of Lambeth

Responsibilities:

1. Manage a portfolio of service charge accounts, working to targets set by the Collections Manager.
2. Monitor individual accounts, determining and taking appropriate action to ensure that account holders pay service charges in accordance with the obligations under their lease.
3. Authorise and check payment plans.
4. Maintain contact with account holders through letter, email, telephone, or face-to-face as appropriate; issue statements and other account documentation on request from the account holder.
5. Advise the account holder on the legal and statutory basis of service charges as appropriate.
6. Investigate any issues raised by the account holder with the accounting process, with service charges, and other issues, working closely with other teams within Home Ownership.
7. Advise the account holder on alternative sources of information, such as the CAB, and liaise with the CAB where necessary.
8. Liaise with and respond to elected members on collections issues as required.
9. Investigate issues with the lease and determine that service charges are in line with the provisions of the lease; ensure that any billing errors are noted and corrected.
10. Ensure that any other queries are dealt with and resolved by the appropriate team; contact other teams as necessary and monitor the progress of queries to ensure that the account holder receives a satisfactory response.
11. Ensure that the collections process is undertaken in line with statutory legislation and in accordance with the council’s standards.
12. Ensure that customer accounts are handled with strict fiduciary control and that all transactions are fully audited and documented.
13. Instruct court/recovery action as necessary.
14. Request write-offs, write-backs, and other account adjustments as appropriate.
15. Report on performance to the Collections Manager.

Umbrella Rate: £204.48

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