Kinleigh Folkard & Hayward
Credit Controller
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Role Overview:
Credit Controllers are responsible for executing the debt chasing process, communicating with tenants and landlords, and escalating cases as needed. They handle both rent arrears and outstanding fee debt.
Responsibilities:
- Letter 1 (Day 3) to Tenant & Landlord
- Telephone call with follow-up email (Day 4) to Tenant
- Respond to Tenant & Landlord queries
- Letter 2 (Day 7) to Tenant & Landlord
- Telephone call with follow-up email (Day 8) to Tenant
- Notify (Day 14) arrears to Branch Directors and PM
- Letter 3 (Day 14) to Tenant & Landlord
- Telephone call with follow-up email (Day 15) to Tenant
- Letter 4 (Day 21) to Tenant & Landlord - Intent to go legal
- Telephone call with follow-up email (Day 22) to Tenant
- Discussion to go legal with landlord
- Progress rent insurance claim
- Fee chasing (Day 7) letter 1
- Telephone call with follow-up email (Day 8)
- Fee chasing (Day 21) letter 2
- Telephone call with follow-up email (Day 22)
- Fee chasing (Day 31) letter 3
- Telephone call with follow-up email (Day 32)
- Respond to queries
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Key Performance Indicators (KPIs):
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- Timely issuance of arrears letters and follow-ups
- Effective communication with tenants and landlords
- Reduction in rent arrears and fee debt
- Accurate documentation and escalation of legal cases
- Successful coordination with Branch Directors and PMs
- Resolution of queries within defined timeframes
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