General Income Recovery Officer

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We have a vacancy for an experienced General Recovery Income Officer who would join our Debt Recovery Tower on our Collections & Recovery Team in North Somerset. We provide a full collection and debt recovery service on a range of debts across the Council. This role is a fantastic opportunity for someone used to a fast-paced environment, with experience in debt recovery and a passion for delivering high-quality service.

Key tasks and responsibilities:

• Debt Management: Manage a ledger of aged debts and proactively recover various debt types, ensuring timely progression of debts through their recovery cycles.
• Correspondence Handling: Deal with communications from debtors and third parties via post, email, and telephone and handle interactions with vulnerable clients and their representatives, i.e. executors of estates.
• Proactive Communication: Make proactive calls regarding payment and recovery of debts, recommending Direct Debits and/or arrangements, where appropriate.
• Debt Referrals: Refer cases to local support services, Debt Collectors (and review their returns) or recommend legal action to the Client where appropriate.
• Write-Offs: Make recommendations and prepare documentation for write-offs.
• Record Keeping: Record all recovery actions on IT systems like Agresso and ContrOCC.
• Compliance: Ensure all work complies with SLAs, regulatory, and audit requirements to support service delivery.

Essential Skills and Attributes:

• Debt Recovery/Credit Control Experience: Prior experience is crucial, particularly outbound call recovery.
• Fluent English: Proficiency in both written and spoken English.
• IT Skills: Competence in Microsoft Word, Outlook, and Excel.
• Telephony Skills: Proven ability to communicate effectively, especially with vulnerable debtors.
• Self-Management: Confidence and professionalism in all interactions.
• Self-Motivation: Ability to work towards targets by prioritizing and planning.
• Attention to Detail: Producing high-quality and accurate documentation.
• Flexibility and Adaptability: Being able to adjust in a changing environment.
• Team Collaboration: Work well with a team and a willingness to assist team members when needed.

Security vetting and checks:

If you are successful, you will need to comply with the government’s Baseline Personnel Security Standard Verification process, this includes a basic criminal record check which will identify any “unspent” convictions and a financial probity check which will check if a CCJ, IVA, Bankruptcy, Decree in Scotland, Administration Order appears on a credit file, if you are unable to meet these requirements your offer may be revoked.

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