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Arrears Prevention Coordinator

2 months ago

Carlisle, Cumbria, United Kingdom Riverside Full time

About the Role

Riverside is seeking a highly skilled and customer-focused Early Intervention Officer to join our team. As an Early Intervention Officer, you will play a critical role in maximising and sustaining rental income and other debts owed to Riverside.

Key Responsibilities

  • Manage a caseload of pre-court arrears, using early intervention and prevention methods to minimise arrears escalating.
  • Manage other low-level sundry debts caseloads owed to Riverside, including garages, recharges, court costs, etc.
  • Manage proactive customer contact delivered via a variety of digital and traditional methods.
  • Discuss cancelled/expired payment arrangements, making affordable agreements that take into account customer income and expenditure.
  • Advise on how to claim benefits and grants that will support residents to make rent payments.
  • Monitor the timely receipt of payments for new tenancies and make contact with customers as early as possible to discuss payment options and identify any customer or tenancy support needs.
  • Work in partnership with Income Collection Officers and Housing Services to successfully deliver the right outcomes.
  • Carry out account administration, including balance transfers, tenant refunds, and write-offs in accordance with legislation and our policies and procedures.
  • Support income collection targets and campaigns, including direct debit promotion, static arrears campaigns, rent in advance, text, and e-mail campaigns.
  • Contribute to the continuous improvement of processes and procedures.
  • Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.

Person Specification

Knowledge, Skills, and Experience

  • Customer-focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
  • Effective negotiation skills, managing business and customer requirements to a mutually agreeable solution.
  • Proven track record of problem-solving.
  • Ability to remain calm in a pressurized environment.
  • Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines, and manage conflicting priorities.
  • Excellent team player who can work flexibly to meet business requirements.

Desirable

  • Experience of working in a housing environment.
  • Experience of working in a debt collection call centre.
  • Knowledge of Universal Credit.