Case Officer

6 months ago

Grantham, United Kingdom PayPlan Full time

Job Advert

**_ With our customer-focused approach, we believe in providing the best service to our clients and that starts with our employees. That’s why we invest in our people, providing them with the necessary training and support to excel in their roles and advance in their careers. Interested in working with us? Read on.._**

**A bit about us**:
We believe that everyone deserves to be treated with empathy and respect, especially when dealing with sensitive financial situations. Our goal is to help people who are in debt by providing them with free debt advice and solutions that are tailored to their individual circumstances. We take pride in our work and are committed to making a positive impact on our clients’ lives.

At our company, we understand the importance of work-life balance and offer a range of benefits to support our employees’ well-being. This includes 28 days holiday, charity days, and fun team events such as our annual summer fun-day.

We also offer opportunities for career progression, with over 90% of our managers being promoted from within. We believe that our success as a company is directly linked to the happiness and satisfaction of our employees, which is why we prioritize creating a positive and supportive work environment. We also have a strong focus on giving back to the community and offer our employees 2 charity days a year to volunteer and support causes that are important to them.

**What can we offer you?**:
We are dedicated to making a difference in the lives of those in need and we invite you to join us in this mission. If you are customer-focused, an excellent communicator with good listening skills, and share our values of empathy, respect, and making a positive impact, then we would love for you to be a part of our team. With access to a range of employee benefits, a supportive work culture, and opportunities for personal and professional growth, we offer more than just a job - we offer a rewarding career. Come join us and make a difference in people’s lives while enjoying what you do

**The role Debt Review Team Case Officer**:
The Debt Review team is responsible for contacting clients in a Debt Management Plan and completing Annual reviews. The aim of the team is ensuring our clients are situated in the best debt solution based on their circumstances and goals.

Employees deal with vulnerable clients and need to build and maintain strong relationships with them to ensure that accurate information is both taken and given throughout this process, and that client and regulatory needs are always met.

Case officers are expected to be the best they can be in order to deliver better results - for themselves, their team, the function, and the business as a whole.

All case officers are expected to engage with this ethos and represent the business professionally and to the best of their ability to their internal and external audiences.

**Salary**:£25,000 - £28,000 per annum

**Main Responsibilities**:

- Communicating with clients/creditors,
- Be able to work towards KPI’s in a competitive team environment
- Establishing the facts of their situation and utilising the tools available creating a record of their circumstances including, where appropriate, a clear statement of income and expenditure
- Agreeing appropriate solutions to the situations presented
- Presenting the clearest possible instruction to the next area in the service chain as to the solution agreed
- Sustaining the client through the journey of establishing the appropriate outcome and clearly communicating the requirements necessary to complete that journey including the collection of 3rd party evidence.
- Producing and checking appropriate documentation, presenting proposals to clients and creditors for approval
- Completing appropriate system records, processing case admin, customer documentation and communication and establishing ongoing plan payment collection
- Understands what key risks of operational area are.
- Understands the difference between a risk and an issue.
- Takes ownership of spotting issues and raising them to the relevant person (Team Leader) in a timely manner
- Engaging with client/creditor through the life of the plan, conducting annual reviews, collecting evidence of continuing or changing circumstances and acting on that information where appropriate
- Agreeing in conjunction with the Team Leader technical solutions to cases utilising the services of IP’s where appropriate
- Processing payments, closing accounts as necessary and accounting to creditors for funds due

**What key skills are we are looking for?**
- Up to date technical product knowledge and awareness of regulatory compliance relevant to the area of the debt division including TCF principles and complaints handling.
- Engaging communication and listening skills, ability to empathise with clients.
- Ability to make decisions and provide advice to clients within the operational framework and the training,

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