Debt Service Support: Case Officer

**Context**:
CAP’s debt help is our flagship service delivered in partnership with our network of local churches across the UK. All regulated activities and the operational service to clients happens in the Debt Operations department, operating from CAP head office in Bradford. The Debt Service Support Teams sit within the Debt Operations department and are made up of Case Officers who carry out a variety of essential work to ensure cases can be progressed on behalf of CAP clients.

Purpose:
The role of the Debt Service Support Team Case Officer is pivotal in ensuring a client progresses through Debt Operations. They are responsible for overseeing a number of key tasks within the management of clients cases, providing excellent customer service throughout.

This includes responding to incoming client, creditor, and debt coach communication; decisively interpreting and triaging significant amounts of information to ensure an accurate and smooth transition through Debt Operations.

Personality:
We are extremely organised, efficient and effective communicators who find fun amidst the detail. We have a strong drive to work as a team, whilst also taking our own initiative and delivering excellent service to our clients, creditors, team of advisors and Front Line staff.

Reports to: Debt Ops Team Manager

Passion:
The Debt Service Support Teams are passionate about providing a consistent and excellent level of customer service to our Clients, Debt Advice Teams, Creditors and Front Line Staff.

**Responsibilities**:
Accountabilities:
To complete a variety of tasks to underpin essential case progression whilst complying with CAP’s Debt Help Policy and Procedures at all times:

- Tasks are primarily computer-based, utilising both internal and external systems. These responsibilities entail meticulous attention to detail, often involving complex data entry processes.
- To regularly take on a task that sits within another support team if needed. This will involve keeping up to date with training, updates and meeting the expected measurable outputs on this task.
- To support and collaborate with Debt Operations Debt Advice teams.
- Any other tasks relating to the current role as seen necessary by your line manager.
- To work proactively towards CPD goals set through both assigned and self led training sessions.
- To download paperwork from NextCloud (online document storage system) and upload it to a client’s file on HOPE (CAP’s internal system).
- To complete a detailed check of each case to ensure we have the correct information to prepare a budget, including ensuring debts are not missed and all paperwork is correct. This will involve a high level of deciphering and interpreting paperwork.
- To have a sound understanding of what constitutes towards the minimum requirements of a case being ready to be progressed.
- To liaise with debt coaches to ensure missing paperwork/ information is obtained prior to advice preparation by Debt Advisors.
- To input clients’ details onto HOPE, navigating multiple systems and a variety of paperwork, actioning as necessary.
- To accurately input a clients’ non-priority debts and creditor information onto a clients’ CAP case cross referencing a credit report, paperwork and information from the EFF (Electronic Fact Find, an internal CAP system).
- To keep up to date with the extensive and often varying information regarding non-priority debts acknowledging the level of risk that team members are accountable for when processing complex client data.
- To action paperwork sent in from debt coaches and clients as required from pre-budget to activation stage.
- Identify potential enforcement action against clients, taking urgent action to reduce the risk of detriment to the client.

**Other responsibilities include**:

- Being willing to pray with staff and fully engaged with our Christ-centered culture.
- Encouraging friends, family and other contacts to support the charity through the Life Changer program, and other fundraising initiatives.
- Attendance at annual CAP staff conferences.
- Completing all compulsory CAP training within given timescales.

The above job profile is a guide to the work you may be required to undertake but does not form part of your contract of employment. It may change from time to time to reflect changing circumstances

**Skills required**:
**Experience**:
Essential
- Experience of having to meet deadlines and targets
- Experience of working as part of a team
- Excellent administrative skills
- Strong computer literacy

**Skills/abilities**:

- Excellent problem solving, analytical and evaluation skills
- A confident, adaptable learner
- Ability to consistently achieve expected outputs
- Driven to achieve every day
- Confident, friendly and professional communication style
- Confident numeracy skills
- Good written communication skills
- Excellent organisational skills
- Ability to work in a decisive and efficient manner
- Ability to work accurately and pay atte