Housing Arrears Officer

2 weeks ago

Carlisle, Cumbria, United Kingdom Riverside Full time

Riverside is seeking a dedicated Housing Arrears Officer to join our team and play a vital role in supporting our customers with their financial obligations.

In this role, you will be responsible for managing customer accounts, negotiating payment plans, and providing guidance on welfare reforms and Universal Credit. Your primary focus will be on ensuring timely debt collection while maintaining a compassionate and supportive approach to our customers.

Key Responsibilities:
  • Analyze customer payment patterns and tailor communication strategies accordingly.
  • Collaborate with Housing teams to assess the overall debt performance of assigned areas and determine the most appropriate actions for customers facing escalating arrears.
  • Provide comprehensive advice to customers regarding welfare reforms and Universal Credit, ensuring they understand debt collection requirements, potential consequences of non-compliance, and available support from external organizations.
  • Manage financial account activities, including processing payments, reviewing customer income and expenditure to establish affordable payment plans, and ensuring effective debt recovery in line with established procedures.
  • Identify vulnerable customers who may benefit from alternative payment arrangements and refer them to the appropriate Housing Officer or tenancy sustainment team for further assistance.
  • Negotiate, agree upon, monitor, and review sustainable payment plans with customers, adhering to company policies and procedures.
  • Conduct necessary checks, including welfare benefit verifications, to ensure the implementation of the most suitable course of action.
  • Maintain effective communication with internal and external stakeholders to ensure seamless case management aligned with established standards, timelines, and targets.
  • Actively contribute to the continuous improvement of processes and procedures within the department.
  • Demonstrate flexibility in adapting to changing work priorities and undertake additional duties as required to support the smooth operation of the service.
  • Ensure strict adherence to data protection requirements outlined in company policies, procedures, and statutory regulations.
  • Uphold health and safety standards in accordance with company policies, procedures, and legal requirements.

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