Customer Accounts Officer
Core
Manage a portfolio of customer accounts to ensure timely payments, minimize arrears, and negotiate sustainable repayment solutions.
Role type
Customer Accounts Officer (Debt Recovery & Welfare Advice)
Builds
Sustainable payment plans and debt recovery actions for housing association customers
Domain
Social Housing / Public Sector
Deliverable
client delivery
Required skills
Arrears management, debt recovery, income collection, negotiation of payment arrangements, welfare benefits knowledge (Universal Credit, Housing Benefit), affordability assessments, court hearing preparation, record maintenance
Preferred skills
Financial advice, caseload management, cross-team collaboration, service improvement
Technologies
Case management systems, IT tools for record keeping
Responsibilities
Proactively manage customer accounts to prevent arrears and encourage prompt payments; Negotiate affordable repayment arrangements with customers; Provide advice on welfare benefits and conduct affordability assessments; Take recovery action including preparing documentation and attending court hearings; Maintain accurate records ensuring compliance with policies and regulations
Seniority
Individual Contributor, operational level