Recoveries Specialist

3 weeks ago


Glasgow, United Kingdom Verastar Limited Full time

To support our Debt recovery team and the wider business on the management of insolvency, PTSO, Tracing, Gap site investigation and credit risk referrals. This is a multi task based role with a focus on an investigative mindset and ability to understand business structure and interpret credit reports.

**Reports to**:Investigation & Insolvency Team Manager

**Responsibilities of the role**
- Review PTSO/Insolvency notifications from company house and take required action internally. Ie. Objection/Cease of service.
- Liaising with insolvency practitioners/reviewing key paperwork.
- Follow the GAP site investigation process for Scottish Water sites.
- Complete trace requests in order to locate a customer location or key missing information that may support the debt recovery process.
- Carry out Land Registry checks to locate Landlord information.
- Review credit check requests for new business in the communications space.
- Work collaboratively with collections, sales, debt recovery to provide quality feedback on an investigation work.
- Develop an in-depth knowledge of Verastar’s systems, processes, products and services.

**Success Measures**

1. Process Adherence

2. Query Resolution SLA

3. Call Quality & Compliance

4. Ticket SLA management

**Experience**
- Previous experience in a Debt recovery role, preferred but not essential.
- Previous experience in handling insolvency/PTSO/tracing is preferred.
- Previous experience in GAP site management, preferred but not essential
- Strong communication skills; both written and verbal.
- Excel & Word literate.
- A proven stable employment record.

**Skills**
- Excellent written and verbal communications skills. Flexibility in communication styles to accommodate individual colleagues.
- High level of attention to detail and organisation, with a sense of ownership, pride and responsibility for the accuracy of your own work.
- The drive and determination to improve our collector’s knowledge in the role making it easy for our customers to deal with us.
- A genuine interest in your own development and learning needs, with the energy and desire to act on them to improve your performance.
- A professional, friendly and helpful demeanour, with the desire to create great working relationships with both colleagues and customers.
- Approachable, respectful and ability to gain trust from others.

**Qualifications and other requirements**
- Insolvency & tracing experience
- IT literate
- Evidence of a coaching/supporting background
- Stable employment record

**Verastar Values**

Our core values are at the heart of everything we do, and some of the ways they transform into our best practice customer behaviours can be seen below.

**Innovative: We find a better way**
- We actively seek feedback from our customers to understand how we can improve.
- We seek new ways to communicate with our customers, in a way which suits them.
- We are inquisitive about our customers’ needs, enabling us to provide the best resolution for them.

**Passionate: We go the extra mile**
- We own our customer queries and keep going until we’ve found a resolution.
- We get back to people when we way we will, and we aim to over-deliver on our promises.
- We strive to continuously improve the service we deliver to our customers.

**United: We are one team**
- We share our knowledge and expertise so we can learn from each other.
- We welcome and support new joiners and help them in their learning journey.
- We’re happy to provide support to other teams when needed.

**Straightforward: We keep things simple**
- We make things easy for our customers.
- We communicate clearly and honestly in all our interactions.
- We do what we say we will.



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