Collections Officer

Job Details

London borough of Lambeth

  • Manage a portfolio of service charge accounts, working to targets set by the Collections Manager
  • Monitor individual accounts, determining and taking appropriate action to ensure that account holders pay service charges in accordance with the obligations under their lease
  • Authorise and check payment plans
  • 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
  • Advise the account holder on the legal and statutory basis of service charges as appropriate
  • 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
  • Advise the account holder on alternative sources of information, such as the CAB, and liaise with the CAB where necessary
  • Liaise with and respond to elected members on collections issues as required
  • 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
  • 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
  • Ensure that the collections process is undertaken in line with statutory legislation and in accordance with the council’s standards
  • Ensure that customer accounts are handled with strict fiduciary control and that all transactions are fully audited and documented
  • Instruct court / recovery action as necessary
  • Request write-offs, write-backs and other account adjustments as appropriate
  • Report on performance to the Collections Manager

Umbrella Rate: £204.48