Hammersmith, Hammersmith and Fulham, Greater London / Permanent
Credit Controllers are responsible for executing the debt chasing process, communicating withtenants and landlords, and escalating cases as needed. They handle both rent arrears andoutstanding fee debt.
Responsibilities:Letter 1 (Day 3) to Tenant & LandlordTelephone call with follow-up email (Day 4) to TenantRespond to Tenant & Landlord queriesLetter 2 (Day 7) to Tenant & LandlordTelephone call with follow-up email (Day 8) to TenantNotify (Day 14) arrears to Branch Directors and PMLetter 3 (Day 14) to Tenant & LandlordTelephone call with follow-up email (Day 15) to TenantLetter 4 (Day 21) to Tenant & Landlord – Intent to go legalTelephone call with follow-up email (Day 22) to TenantDiscussion to go legal with landlordProgress rent insurance claimFee chasing (Day 7) letter 1Telephone call with follow-up email (Day 8)Fee chasing (Day 21) letter 2Telephone call with follow-up email (Day 22)Fee chasing (Day 31) letter 3Telephone 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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