Job Purpose:
To manage a portfolio and proactively collect service and major works charges from current and former leaseholders, ensure service charge account/invoice balances are accurate and providing monthly performance reports to the Team Leader.
Key Accountabilities:
To maximise all revenue streams to improve collection rates and minimise the levels of debt. To monitor the arrears cases and ensure that prompt action is taken, including liaison with mortgage lenders, and instigating legal proceedings.
Have a high level of attention to detail to analyse and investigate payments and transactions, reconcile leaseholder accounts, and ensure invoices illustrate accurate financial information on housing management systems, and to present this to residents, solicitors, lenders and other representatives.
Ensure enquiries from leaseholders, solicitors, benefits agency, and other sections are answered promptly and within target times scales to ensure high level of customer care is maintained.
To actively promote to leaseholders the range of payment methods available. To provide expert advice and information to leaseholders in respect of interventions for managing arrears and welfare benefit entitlements.
To make effective use of Land Registry to ensure action is taken appropriately and accurately to recover debt. Liaise with lenders to secure payment where the leaseholder does not comply with demands for payment.
Leasehold Accounts Officer
September 2023
To prepare and submit applications to the County Court, seeking and enforcing judgement, and attending court when necessary.
To promote and process major works discounts and other promotions offered to leaseholders and process write-offs for invoices which cannot be recovered.
To have an awareness of the challenging needs of customers and residents including mental health, self-harm, domestic violence and others, and signposting or referring them to relevant advice agencies. Working with the agencies to resolve leaseholder account issues.
Resolving payment and refund enquiries and investigating and transferring suspense account payments onto housing management systems.
To keep leaseholder records up to date, to maintain file management systems, including archiving, storing and retrieving documents.
To work closely and flexibly with all staff in leasehold services and the neighbourhoods to provide an excellent level of customer service and deliver improvements for leaseholders.
To identify initiatives to continuously improve the service and sharing knowledge and providing feedback to Team Leaders and leaseholders.
To participate in the delivery of the team action plans and update these on a regular basis. To take appropriate action to ensure that targets are met. To suggest, develop and implement new practices that improve the service.
To attend leasehold surgeries, consultation meetings, home visits or any other meetings concerning charges and collection. These may be during office hours, evenings, and Saturdays.
To play an active role in local neighbourhood initiatives and provide regular updates on work carried out.
To take responsibility and a pro-active approach to own professional development.
To take a proactive approach to complaints and member enquiries as well as taking responsibility for drafting quality responses and/or comments for them.
Carry out other reasonable ad hoc duties to support the Directorate which are commensurate with the expectation of the post as directed by the line manager or the Head of Service.
Eden Brown Synergy is an equal opportunities employer.
Eden Brown Limited is a limited company registered in England and Wales with registered number 3643845. Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free.