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Making Finance Easy

Collections & Recoveries Executive

Mission

Working with an enthusiastic and dynamic team, you will support the Collections department to minimise bad debt and mitigate business risk through discussion and negotiation with customers.

Key Responsibilities

  • Helping maintain and administer a portfolio of arrears cases (early, mid and late arrears) with the aim of collecting arrears payments placing accounts back into formula
  • Negotiating with customers and equipment suppliers over the telephone; in person at our offices and at the customer’s/ supplier’s premises in respect of arrears/ equipment issues – in a polite, respectful manner – maintaining boundaries
  • Using tact and discretion when negotiating with the customer/ supplier to maintain relations and promote a positive image of HHF
  • When applicable recommend (with supporting evidence) to line manager – HHF exercising forbearance on accounts which may include rescheduling of payments; writing off charges; writing off sums owing
  • Using collections experience to determine can’t pays from won’t pay cases.
  • Working knowledge of our legal options should the customer not pay, and the agreement is terminated
  • Good understanding of the terms and conditions of our contracts and the rights and responsibilities of the respective parties to the contract
  • Understanding of the applicable law and our internal processes for the work that we do concerning but not limited to the Data Protection Act, potential breaches; Anti- Money laundering; CONC Regulations & Guidelines and HHF’s complaints procedure
  • Understanding of how we treat regulated and unregulated customers according to law and the contracts signed
  • Recommending termination of accounts to reporting Manager
  • Being able to spot potential fraudulent customer activity such as but not limited to payment profiles; high risk kit and reporting any reasonable suspicions to a line manager
  • Recommending legal action on appropriate accounts with supporting evidence gathered showing a clear route to a successful financial recovery i.e. assets.
  • Working to agreed targets and deadlines
  • Assisting line manager with reporting and case summaries
  • Ability to draft correspondence in e mail and letter form in a polite, succinct style – distilling and summarising complex issues
  • Ability to use our collection’s system (after training) together with Word and Excel.

 

 Skills and Qualifications

  • Ability to demonstrate success in a similar role
  • Able to work in a high volume, pressured environment
  • Able to demonstrate empathy, understanding and have the confidence to handle difficult customer/ supplier contact and conversations in person and over the telephone
  • Excellent telephone manner with the ability to actively listen
  • Flexible and ability to prioritise
  • Good at problem solving and willingness to suggest effective solutions
  • Positive and progressive team member

 

Please apply in the first instance by sending your CV to humanresources@hhf.uk.com