Client Account Manager (Credit Control Team)

We are seeking a credit controller to work within a fantastic growing property business to support them with the collection of unpaid service charge and ground rent arrears.

The Role:

The successful candidate will join our client, to support with the recovery of unpaid service charges, ground rents, and other arrears. Working in collaboration with the team, the primary objective of this role is to deliver a prompt and efficient service.

• Calculating and understanding instructions and statements of accounts
• Obtaining Land Registry documents - Titles, Leases, Transfers, and comprehending them
• Inbound/Outbound calls - Owners, solicitors, clients, and mortgagees
• Responding to email/written queries from clients, owners, solicitors, and mortgagees
• Dispute resolution and responding to Reply Forms
• Complaint acknowledgment
• Use of databases to obtain statements, demands, and invoices
• Payment plan negotiation and agreement
• Taking payments by card and allocating cheque payments
• Preparing and serving Section 121 Notices
• Following set processes and guidelines to ensure all required actions are carried out to achieve the desired outcome
• Ensuring daily individual and team targets are achieved, e.g., diary, emails, and distributed work
• Reporting to the client/client care

The Person:

• The ideal candidate will proactively engage with clients, leasehold and freehold property owners, solicitors, mortgagees, and other authorised third parties.
• They will possess strong communication skills, attention to detail, and a familiarity with computer systems and databases.
• The candidate should be adept at responding to queries via telephone or in writing, and escalating genuine complaints to their manager. This fast-paced role demands excellent numerical and written skills, as well as the ability to tactfully recover owed funds.

The successful candidate will be the primary point of contact for all third parties related to their assigned portfolio. It is crucial that they maintain an up-to-date diary and emails, ensuring timely and efficient handling of all files within their portfolio in adherence to service level agreements. Building rapport with team members, clients, and the firm's appointed solicitors, is essential, particularly in cases requiring legal action for outstanding arrears.

The Package:

• £25,000 - £30,000
• Office based role
• Working Hours: 37.5 hours per week, Monday-Friday 9 am - 5 pm