Credit Control Account Manager, Jobs, 1299

Credit Control Account Manager - Hertfordshire

£20,000 - £30,000 - Accountancy
Ref: 1299 Date Posted: Tuesday 08 Dec 2020
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Working for an ambitious, dynamic, innovative and high energy business with a track record of success and an enviable reputation in the industry, you’ll join the team as one of their dedicated Account Managers whilst also taking on the additional responsibility of the Team Manager in their absence.
The teams’ Manager is off for c6 months from July 2021, so you would step into their role for the duration. Upon their return, you’d resume your day to day role whilst acting as a support to the Team Manager and continue to step into their shoes on the occasion of annual leave and/or sickness.
Your primary role as one of the company’s Account Managers will be to supply a prompt and efficient service to our clients and recover unpaid service charge and ground rent arrears on their behalf in a timely and accurate manner. You will proactively ensure we remain within the firms service level agreements and that our clients and their agents are kept regularly updated with the latest progress of each case they have referred.
The role involves regular interaction with; clients, leasehold and freehold property owners, solicitors, mortgagees and other authorised third parties.
You will be required to obtain payment from owners within the shortest possible timeframe on behalf of our Clients whilst considering; individual owner vulnerabilities, the Pre Action Protocol for Debt Claims and the rules set out by the Financial Conduct Authority.
You will be able to readily identify what constitutes a complaint or a legally valid dispute and you will provide a detailed response to the above via telephone and/or in writing in accordance with our processes.
This is a fast-paced and varied role that requires excellent communication skills, attention to detail, familiarity with computer systems and databases, excellent numerical and written skills and the ability to tactfully recover the funds owed.
  • Case load management
  • Calculating and understanding client instructions and statement of accounts
  • Entering new instructions onto the system
  • Obtaining Land Registry documents – Titles, Leases, Transfers and understanding them
  • Inbound / Outbound calls – Owners, solicitors, clients and mortgagees
  • Responding to email/written queries from clients, owners, solicitors and mortgagees
  • Dispute Resolution and responding to Reply Forms
  • Complaint acknowledgement
  • Use of clients databases to obtain statements, demands and invoices
  • Payment plan negotiation and agreement
  • Taking payments by card and allocating cheque payments
  • Preparing and Serving Section 121 Notices
  • Following set processes and guidelines ensuring all required actions are carried out to achieve desired outcome
  • Ensuring daily individual and team targets are achieved e.g. diary, emails and distributed work
  • Reporting to client
In the absence of the Team Manager, you’ll step in and be responsible for the call centre and administration teams. The role is essential in ensuring the successful performance of individuals and the call centre/administration teams. Additional duties would therefore include:
  • Managing the daily running of inbound/outbound calls
  • Managing the daily running of the firms administrative functions
  • Managing the firms training guides and records
  • Managing customer and client complaints to ensure the firm remains within the rules set out by the FCA
  • Set and meet team and individual performance targets for speed, first call resolution, dispute handling/negotiation and quality
  • Monitor random calls and random files to improve quality, minimise errors and track operative performance
  • Record and analyse statistics/ performance levels of both individuals and teams.
  • Review the performance of staff, identify training needs and plan training sessions specific to those needs
  • Organise staffing including shift patterns the number of staff to meet demand and ensure the rota for opening and closing the office is adhered to effectively
  • Maintain sickness/absence/ lateness data
  • Ensure all reporting deadlines are met
  • Liaise with clients/report to clients as and when is required
Contact: Zoe Southwell | | 020 3900 0401 |
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