Collections Case Owner (BSR2122239) Edinburgh, Scotland
| Salary: | GBP20000 - GBP24000 per annum |
Collections Case Owner
Permanent
Hours – 37 hours per week, Monday to Friday
Salary £20,000 - £24,000 DOE
This role offers a competitive salary and rewards package including up to 20% annual bonus, pension plan, employee discounts and flexible benefits; plus 31 days annual leave and 6 Bank Holidays.
About the role
As a Collections Case Owner, you’ll provide excellent customer service, assisting our customers to agree appropriate payment solutions, maximising collections while reducing exposure to disputed debt.
The role holder will support our Key Account Customers through their debt journey by working collaboratively with colleagues from across the business to collect outstanding debt; resolve customer disputes; negotiate payment plans; produce statement of accounts; escalate late payment issues and recommend legal action where appropriate.
The ideal candidate will have strong written and verbal skills with the ability to negotiate and influence, delivering a positive outcome for both the business and customer. To ensure great customer service, you’ll need a high degree of accuracy and a strong attention to detail. You’ll be joining a team that is essential to the business, so we need you to enjoy working as part of a high performing team and have a positive ‘can do’ attitude.
Key Tasks
- Effectively manage the performance of a portfolio of Accounts by chasing and collecting all outstanding debts.
- Drive the resolution of customer payment disputes by highlighting financial priorities and working with departments around the business to resolve outstanding issues.
- Negotiate repayment plans and settlement amounts with customers, taking into consideration customer disputes, affordability and regulatory requirements
- Own the cross functional debt resolution meetings, identifying accounts with deteriorating payment patterns and highlight them for discussion and joint resolution.
- Create Customer Statement of Accounts, identifying customer payment trends, and unpaid invoices.
- Manage billing entity disputes by utilising all relevant data and systems to identify the correct Legal entities, contact details and billing periods. Take the appropriate action to resolve.
- Highlight accounts with persistent debt issues, sending final demand letters and passing for Legal Action in line with policies.
- Recommend small debts for write off in line with policies, where all efforts for collection have been exhausted
- Responsible for ensuring that the information and records processed (received, created, used, stored, destroyed) on behalf of the company are managed in compliance with ALL applicable legislation, codes and policies e.g. Data Protection, Information Security and Records Management
- Participate in Ad hoc project and initiative support as required.
- Manage own workload to ensure the delivery of work items and tasks allocated to you within agreed KPIs/targets and to agreed standards, ensuring all sensitive and or urgent cases are prioritised or escalated promptly and correctly.
- Support operational excellence by identifying and implementing process and policy improvements
- Ensure that a culture of debt awareness is promoted and maintained across the organisation
What we are looking for
- Extensive experience in a business to business credit management environment including systems and process experience
- Previous experience of effectively dealing with complex enquiries and complaints
- Ability to take ownership of issues and bring them to satisfactory conclusion
- Target driven, aiming to achieve and surpass cash collection & aged debt targets
- A commitment to customer care with a strong quality of service
- Strong negotiation skills with the ability to bring proactive thinking to customer issue resolution
- Sound analytical skills with the ability to analyse customer circumstances and make decisions on the best approach
- Excellent communication and stakeholder management skills
- Confident in prioritising workload and using initiative to make the best decisions.
- A passion for continual improvement and ability to work comfortably in high pressure situations
- Excellent Microsoft Office skills including Word, Excel, Outlook, Visio and Powerpoint
About us
Business Stream is one of the largest water retailers in the UK and a trusted service provider to over 300,000 business customers. With over 14 years' experience of operating in a competitive water market - longer than any other retailer - we're the chosen service provider for businesses and organisations ranging from small corner shops to large industrial estates.
Headquartered in Edinburgh and employing around 350 people, we provide a range of services including metering and billing, water efficiency support and, water and waste water management solutions.
As a company, we're forward-thinking, innovative, and passionate about making a positive difference to our customers, our people, local communities, and the environment. Find out more about how we’re Naturally different.
Life at Business Stream is fast-paced and exciting, where no two days are the same. We're looking to welcome exceptional people into our fantastic team so if you're ready to join us, we'd love to hear from you.
How do I apply?
If you believe that you meet the above requirements and would like to be considered for this role, we would love to hear from you. Please submit a covering letter and a copy of your up to date CV. Your covering letter should:
- outline why you are interested in applying for the role and
- how you feel your experience meets the essential criteria outlined.
Please note your cover letter will also be reviewed as part of the selection process.
Closing date for all applications Tuesday, 16 August 2022