ROLE OVERVIEW
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
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