About This Role
Managing the process of recovering overdue accounts is the core of this role, ensuring that all pre-escalation steps are completed before formal action is taken. The specialist will liaise with internal and external teams to resolve disputes and manage complex cases, including insolvency and legal escalation.
Responsibilities
- Manage the collections escalation process for overdue accounts, ensuring pre-escalation steps are complete before formal action is taken
- Liaise with Sales and internal teams to obtain additional contacts, background information and context needed to support resolution
- Carry out customer and business checks using Companies House and online research where required
- Prepare On Stop summaries for review by the Manager
- Issue internal two-day notifications and formal five-day letters to customers
- Contact customers by phone and email to confirm receipt of formal communication and seek resolution of overdue balances
- Manage internal and customer responses arising from escalation activity
- Coordinate service blocks and credit blocks, ensuring relevant internal colleagues are informed
- Manage customer reactivation following settlement or agreed resolution
- Maintain clear records of escalation activity, outcomes and next steps
- Provide reporting and analysis on collections escalation performance
- Review invoices flagged as in query or disputed and work with internal teams to identify actions required to resolve disputes or billing issues
- Manage the process when insolvency, administration or liquidation notifications are received
- Liaise with insolvency practitioners and complete proof of debt documentation where required
- Update internal stakeholders and customer records accurately
- Ensure unpaid invoices are reviewed and recommended for bad debt provision where appropriate
- Prepare relevant information for legal escalation, including Letter Before Action and CCJ preparation where required
- Liaise with external collection agencies where legal action is not appropriate
Requirements
- 5+ years previous experience in credit control, collections or accounts receivable
- Strong understanding of overdue debt escalation processes
- Confident written and verbal communication skills
- Ability to manage sensitive customer conversations in a calm and professional manner
- Strong stakeholder management skills across Sales, Finance and operational teams
- Confidence with presenting to the Senior Leadership Team
- Good attention to detail and accurate record keeping
- Confident using Microsoft Outlook and Excel
