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Debt Recovery Administrator
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The Debt Recovery Administrator
The Debt Recovery Administrator will support the effective management of debt recovery files, carrying out administrative, investigative, and customer-facing duties. The post-holder will ensure that all case activity is recorded accurately, handled professionally, and completed in accordance with legal, regulatory, and internal procedural requirements.
Key Responsibilities
Case Management
- Manage an individual caseload of debt recovery files from instruction to conclusion
- Open new case files and maintain accurate records throughout the recovery process
- Obtain Land Registry documentation for England and Scotland
- Draft and issue letters, emails, and formal correspondence using approved templates
- Monitor and manage debt recovery payment arrangements, including direct debits and card payments
- Maintain diary systems for all cyclical and time-sensitive matters
- Conduct tracing activities using GBG, Landlord Registration, Rightmove alerts, and other approved tools
- Instruct tracing agents and undertake due diligence checks
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Communication & Customer Interaction
- Respond to incoming telephone, email, and written enquiries in a professional and timely manner
- Negotiate repayment plans with debtors and manage sensitive or challenging conversations with confidence and empathy
- Process payments over the telephone in accordance with internal procedures
Administration & Documentation
- Process incoming, returned, and insolvency-related mail
- Update CRM systems and internal databases with accurate and timely information
- Assist in preparing documentation for external recovery partners
- Ensure all documentation and financial information is processed with a high degree of accuracy
Compliance & Internal Collaboration
- Ensure all actions comply with relevant legislation, including the Data Protection Act
- Adhere to internal policies, procedures, and regulatory requirements
- Liaise with Billing, Customer Care, Finance, and the Legal Team to support case progression and resolve queries
- Assist with aged debt reporting and provide general administrative support to the wider team
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Essential Skills & Attributes
- Proven ability to manage a personal caseload effectively
- Excellent attention to detail and accuracy in all aspects of work
- Strong verbal and written communication skills
- Ability to negotiate effectively and handle sensitive matters with professionalism
- Logical, calm, and methodical approach to problem-solving
- Strong organisational skills and the ability to prioritise workload
- Proficiency in Microsoft Office applications (Excel, Word, Outlook)
- Experience working with CRM systems and database management tools
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