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Income Management Officer

3 months ago

Carlisle, Cumbria, United Kingdom The Riverside Group Full time

Job Title :
Income Management Officer

Contract :
Permanent

Full time : 35 hrs per week

Salary :
£26,606 (10% increase after 12 months service depends on performance)

Working Pattern :
Monday-Friday 08.00am-15.30pm
**Location : Carlisle, Cumbria


Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.


The difference you'll make


The role holder will maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs, garages and court costs by carrying out collection and arrears prevention activity.

Acting as case owners ensuring the most appropriate prevention and collection strategies are applied with the aim of preventing homelessness and sustaining tenancies.

You will also manage inbound and outbound telephone calls as well as other customer contact, agreeing and monitoring payment plans and collecting payments; providing advice, support and guidance to customers and colleagues as appropriate on the debt collection and arrears prevention processes which includes legal action

So, who are you?


Essentially, we're looking someone who is customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.

You'll need to demonstrate experience of working in a debt collection call centre.

Enjoy the rewards


Working with us, you'll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working and the chance to learn valuable new skills.

We empower our people to do great work by investing in learning, personal development and technology.


If you're the kind of person that wants to do a really great job and make a difference to our customers, we think you'll love it here.

Sound like a challenge you'd like to take on? Then get in touch and let's talk about how you can help us transform lives and revitalise neighbourhoods.


We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.


Role Profile


To maximise and sustain rental income and other debts including former tenant arrears and rechargeable repairs, garages and court costs by carrying out collection and arrears prevention activity.

Acting as case owners ensuring the most appropriate prevention and collection strategies are applied with the aim of preventing homelessness and sustaining tenancies.

Managing inbound and outbound telephone calls as well as other customer contact, agreeing and monitoring payment plans and collecting payments; providing advice, support and guidance to customers and colleagues as appropriate on the debt collection and arrears prevention processes which includes legal action.


Role requires you to

  • Proactively manage customer contact including inbound and outbound calls, text messages and other digital channels to carry out effective debt collection and arrears prevention activity. Proactively manage customer accounts and use early intervention methods to minimise legal cases. Take an active role in case reviews to ensure all avenues are covered to prevent evictions. Ownership and management of legal stage cases. Ensure high quality court documentation and preparation, working in partnership with Housing Officers to achieve the desired outcome and prevent homelessness where possible. Risk assess all legal actions.
  • Responsible for achievement of income performance targets; specifically relating to rent arrears recovery and other debts whilst working to sustain tenancies.
  • Use digital channels of communication as appropriate, including the workflow management system, to escalate decisions and direct tasks to progress debt collection, tenancy sustainment and arrears prevention cases.
  • Use data analysis, customer segmentation and profiling tools to identify likely payment patterns and target your contacts accordingly
  • Work in partnership with Housing teams to review total debt performance of Housing patches and agree the most appropriate action for customers where arrears are escalating.
  • Provide supportive and meaningful advice to customers around welfare reforms and Universal Credit. Signposting where appropriate, to ensure customer understand debt collection requirements, consequences of noncompliance and additional support available from third parties.
  • Carry out financial account activity, including taking payments, reviewing customer's income and expenditure to set affordable payment plans to ensure effective debt collection in line with agreed processes.
  • Identify vulnerable customers, particularly those who would benefit from an alternative payment arrangement, making a referral to the appropriate Housing Officer/tenancy sustainment team for a followup.
  • Negotiate,