Collections Case Manager & Insolvency Support - #2115521

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.

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