The Collections case manager and insolvency support agent provides comprehensive administrative and operational support to the Collections and Insolvency function. The role is responsible for managing insolvency-related workflows, supporting debt recovery activity, maintaining accurate and up-to-date account records, and ensuring active coordination between internal teams, external insolvency practitioners, and debt collection agencies (DCAs). This role plays a key part in maintaining data accuracy, ensuring compliance with insolvency processes.
Offering Remote Working
KEY RESPONSIBILITIES
Insolvency & Case Management
* Monitor and process daily insolvency updates
* Chase Insolvency Practitioners (IPs) for updates including the timing of any IVA dividends
* Bankruptcy progress updates
* Liquidation, Administration, and CVA status updates
* Assess IVA and CVA proposals and prepare recommendations for approval/rejection
* Submit Proof of Debt (POD) and proxy forms following approval
* Maintain all insolvency-related tasks under designated ownership within case management systems
* Ensure all DCA closure reports are uploaded to Box and appropriate next steps are completed
Asset Tracing & Account Verification
* Conduct asset tracing activities including Credit file reviews
* Land Registry checks
* Support identification of recoverable assets and risk exposure
Case Management
* Investigate and manage Direct Debit (DD) failures and cancelled mandates
* Set up new Direct Debits, ensuring correct task assignment within the administration workflow
* Support resolution of payment setup issues and mandate reinstatements
* Hande a portfolio of overdue accounts to recover failed direct debit payments
* Agree reduced payment plans and utilise soft skills when handling vulnerable customers over the phone/email
* Handle complaints and escalate unresolved complaints to the dedicated complaints handler
Account & Documentation Management
* Process requests for: Statements of account and Loan agreements
* Manage incoming post related to collections and insolvency cases
* Ensure legal invoices are correctly allocated to accounts and that legal fee records are accurate and up to date
Data management & Case Updates
* Allocate unassigned emails to the correct opportunities or cases
* Ensure Debt Collection Agency (DCA) cases are updated and all queries are responded to in a timely manner
* Maintain accuracy of account records across systems
Reporting
* Provide weekly reporting to Head of Collections
* Collate and maintain quarterly lists of cases eligible for debt sale
* Provide daily updates to the collections performance/statistics channel to track performance and progress
Salary description
£35000.00 - £50000.00 per year