MAIN AREAS OF RESPONSIBILITY:
1. To collect sums owed, reduce arrears, and where necessary, to instigate legal action for recovery by instructing the Councils legal representatives.
2. To carry out follow up actions with solicitors after referral and ensure that cases are concluded without undue delays.
3. To follow local and organisational procedures for managing accounts to ensure that prompt action is taken to recover monies outstanding on any accounts where there is unpaid ground rent, service charges, reserve fund or capital expenditure.
4. To liaise with LBH Legal Services, Solicitors, Barristers, Estate Agents, Banks, Building Societies, DWP, Partner agencies as well as the leaseholders, freeholders and shared owners to obtain the required information to resolve any shared ownership and ground rent, major works, service charges and reserve fund queries, including recovery of debts owed and queries arising from sale or resale.
5. To respond to all income collection related enquiries, including the provision of written correspondence, within agreed timescales and to the highest quality.
6. To prepare template correspondence documents to support the Leasehold Income Teams activities, including agreement forms reminder letters referral forms standing order forms Direct Debit mandates payment slips and statements of accounts.
7. To regularly liaise with the Leasehold Income Manager to discuss complex and contentious cases and propose creative non-standard solutions to resolve issues.
8. To be responsible for the preparation of any supporting information and evidence to assist with the legal action for the recovery of service charge, major works, ground rent, shared ownership rent and reserve fund arrears.
9. To keep up-to-date on the financial position of accounts, and where necessary, to carry out investigations to ensure that all payments are correctly applied.
10. To prepare written reports on the progress of cases and, if appropriate, recommend arrears where settlements could be reached if it appears that legal action would not be cost effective.
11. To update and maintain accurate records on electronic databases in accordance with organisational procedures and deadlines.
12. To interview and advise customers clearly and sensitively, on issues relating to payment of shared ownership rent and ground rent, major works, service charges and reserve fund enquiries.
13. To attend resident meetings, roadshows and other customer focused events to provide advice on payment options and financial support available.
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14. To identify and arrange suitable assistance for vulnerable residents and carry out referrals, as and when required, adopting a multi-agency approach to ensure all safeguarding concerns and observations are appropriately reported and documented.
15. To prepare required paperwork for write-offs, refunds, adjustments and amendments to service charge, major works accounts, shared ownership rent and reserve fund.
16. To perform any financial or administrative duty which will assist the Leasehold Income Team in carrying out the key functions and meet the observed targets within the required deadlines. These include creating new and existing Direct Debit instructions, locating missing payments and allocating payments from suspense and transfers between accounts .
17. To assist the Leasehold Income Manager in the reconciliation of homeowner accounts providing necessary financial information as requested.
18. To assist in processing enfranchisement applications, i.e. providing account balance information etc.
19. To assist with the production, implementation and maintenance of good practice manuals of local procedures and guidance.
20. To attend any Neighbourhood or Estate Committee, or any similar meeting, as and when required.
Eden Brown Synergy is an equal opportunities employer.
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