Collections Case Manager & Insolvency Support

ROLE OVERVIEW

The Collections case manager and insolvency support agent provides comprehensive administrative and operational support to the Collections and Insolvency function. The role is responsible for managing insolvency-related workflows, supporting debt recovery activity, maintaining accurate and up-to-date account records, and ensuring active coordination between internal teams, external insolvency practitioners, and debt collection agencies (DCAs). This role plays a key part in maintaining data accuracy, ensuring compliance with insolvency processes.

Offering Remote Working

KEY RESPONSIBILITIES

Insolvency & Case Management

• Monitor and process daily insolvency updates
• Chase Insolvency Practitioners (IPs) for updates including the timing of any IVA dividends
• Bankruptcy progress updates
• Liquidation, Administration, and CVA status updates
• Assess IVA and CVA proposals and prepare recommendations for approval/rejection
• Submit Proof of Debt (POD) and proxy forms following approval
• Maintain all insolvency-related tasks under designated ownership within case management systems
• Ensure all DCA closure reports are uploaded to Box and appropriate next steps are completed

Asset Tracing & Account Verification

• Conduct asset tracing activities including Credit file reviews
• Land Registry checks
• Support identification of recoverable assets and risk exposure

Case Management

• Investigate and manage Direct Debit (DD) failures and cancelled mandates
• Set up new Direct Debits, ensuring correct task assignment within the administration workflow
• Support resolution of payment setup issues and mandate reinstatements
• Hande a portfolio of overdue accounts to recover failed direct debit payments
• Agree reduced payment plans and utilise soft skills when handling vulnerable customers over the phone/email
• Handle complaints and escalate unresolved complaints to the dedicated complaints handler

Account & Documentation Management

• Process requests for:
  Statements of account and Loan agreements
• Manage incoming post related to collections and insolvency cases
• Ensure legal invoices are correctly allocated to accounts and that legal fee records are accurate and up to date

Data management & Case Updates

• Allocate unassigned emails to the correct opportunities or cases
• Ensure Debt Collection Agency (DCA) cases are updated and all queries are responded to in a timely manner
• Maintain accuracy of account records across systems

Reporting

• Provide weekly reporting to Head of Collections
• Collate and maintain quarterly lists of cases eligible for debt sale
• Provide daily updates to the collections performance/statistics channel to track performance and progress