To action new instructions received from clients, including appropriate and timely recording of case contact details on Visual Files
To take agreed actions to attempt to recover the debt, including issuing of standard written correspondence through Visual Files and undertaking telephone calls through an automated dialler and manually
To work complex disputes whilst adhering to industry regulation and guidelines
To highlight and deal with vulnerable customers effectively
To manage all transactions in line with the relevant client service level agreements and update Visual Files accurately
To build and maintain effective professional relationships with client customers
To communicate effectively with all parties e.g. debtors, clients, solicitors, debt management companies, Citizens Advice Bureau, on the telephone
To deal swiftly with customer complaints in line with the departmental standards and the firm’s complaints procedure
To monitor and review payments from debtors
To adhere to company standards, policies and procedures at all times
To contribute positively to departmental and firm-wide activities
To undertake relevant training as required

Collections Account Manager

Key skills