Job Vacancy: Debt Recovery and Support Officer (fixed term)

Our Ref: 1579533933
Location: Cardiff
Salary: £20k

Candidate to be responsible for providing effective, pro-active and supportive direct contact with members in arrears or at risk of being in arrears.  

This includes:
•        A commitment to improving the financial wellbeing of our members.
•        Demonstrating the client’s Equal Opportunities, Health & Safety, and Customer Service standards in all activities.
•        A commitment to the delivery of the client’s strategic vision and Business Plan objectives
•        Ensuring the activities of the client are carried out to the highest standards of integrity and professionalism in accordance with all relevant legislation.

Welsh Government funding for this post will be in place until March 2019, with the potential to extend to March 2020, subject to performance.  

Key Responsibilities

•        To be responsible for the implementation of the client’s policies and procedures, in compliance with relevant regulations and legislation.
•        To carry out home visits as needed to members in arrears or at risk of falling into arrears.
•        To carry out home visits to previous members with historic bad debt to clear outstanding arrears.
•        To contribute to a management team responsible for the proactive implementation of the organisation’s aspirations for business growth and development.
•        To provide information and signposting for benefit and income maximisation advice and support.
•        To negotiate repayment plans and accepting doorstep electronic loan repayments.
•        To undertake tracing exercises for members in arrears with no forwarding address.
•        To carry out income and expenditure (budgeting) exercises with members who have experienced a change of circumstances which has impacted on their ability to adhere to the original loan agreement terms and conditions.
•        To promote and signpost members to free-to-use ethical debt advisors.
•        To provide information and signposting for benefit and income maximisation advice and support.
•        To support members with loans affected by the introduction of Universal Credit, working proactively to help prevent an escalation of debt for low income members.
•        To support the functions of the credit control officers in wider credit control functions, including preparing court cases and liaison with other agencies such as DWP for direct payments.
•        To maintain performance management systems and reports to deliver success on individual and team targets and standards for the credit control team, in keeping with Business Plan objectives.  
•        To be responsible for data security and systems management.
•        To pro-actively lead the credit control team on the development and monitoring of effective referral systems with a range advice and support agencies, to maintain assist members and promote financial capability and inclusion.
•        To assist with enquiries from members, visitors, staff and the general public, in person, by telephone, home visits, email or letter.
•        Any other reasonable duties required by management.

General Responsibilities:

•        To be responsible for your own Health and Safety and observe all regulations in relation to the Health and Safety at Work Act.
•        Act with fairness in dealing with all members, directors, staff and volunteers, complying with the client’s Equal Opportunities Policies.
•        To be responsible in following the Data Protection Act and Money Laundering regulations in dealing with members’ information.
•        As a term of your employment you will be a representative of the client and you may be required to undertake such other duties and/or times of work as may reasonably be required of you. This will be commensurate with your grade or general level of responsibility within the organisation, at your initial place of work or based at any other establishment.

Person Specification


•        Relevant experience and knowledge within an income recovery and/or benefit advice role.
•        Understanding of welfare benefits.
•        Thorough understanding of the range of informal and legal tools available to recover debt and protect members’ interests.
•        Ability to work independently on own initiative and problem solve.
•        Excellent written and communication skills, including the ability to develop positive and pro-active relationships with members.
•        Strong negotiation skills.
•        A good level of education, including strong numeracy and literacy skills.  
•        Ability to work evenings and weekends.
•        Ability to independently carry out home visits to our members as needed.
•        Strong ICT skills.
•        Clean driving licence and access to a car for visits.
•        Experience of lone working is desirable.

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