Collections Officer

The key responsibilities are as followed:

• 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