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- To manage accounts in arrears, establish and maintain relationships with tenants, negotiate payments, handle objections and ensure maximum recovery of overdue payments.
- To be responsible for the collection of all rent arrears
- To maximise the collection of rent arrears by communicating with the tenant by telephone, e-mail, SMS and other approved methods
- To ensure accurate records are kept of all communications with tenants and any other related parties
- Take payments over the phone and ensure the accurate processing of all monies received
- Negotiate payment arrangements and ensure these are met with effective monitoring
- To ensure all e-mails and any other correspondence is dealt with in a timely and professional manner
- To ensure compliance with policies and procedures relevant to debt collection
- To liaise with LSC to keep them apprised of rent arrears and maximise recovery
- To make recommendations to serve notice to tenants where all of the necessary criteria is met
- To liaise with internal stakeholders where required
- To effectively monitor and report on rent arrears as required by the business
- To make recommendations in relation to irrecoverable debt
- To contribute to the development and implementation of related policies, procedures and service improvement plans.
- Organised and efficient with the ability to work under pressure
- Must be an excellent communicator with a confident telephone manner
- Good questioning and negotiating skills
- Positive attitude
- Highly motivated to achieve both individual and team targets
- Flexible approach to working
- Collections/credit control experience, managing a large portfolio
- Lettings experience
- High volume call handling - outbound and inbound