Credit Controller

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

Key Performance Indicators (KPIs)

• 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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