Job Overview

Are you a detail-oriented professional with excellent communication skills? We are seeking a dedicated Debt Collection Officer to join our dynamic team. In this fast-paced environment, you will be responsible for managing and recovering outstanding debts while maintaining positive relationships with customers.

Key Responsibilities:

• Contacting debtors to collect payment in full or negotiate payment plans
• Maintaining accurate records of all interactions
• Collaborating with Enforcement Officers

Requirements:

• Strong negotiation and problem-solving skills
• Tenacity and resilience in handling challenging situations
• Ability to handle sensitive information with confidentiality
• Previous experience in debt collection or related field is a plus

Job Purpose

Responsible for collecting debts owed to the Government of Jersey, in line with SLAs in order to deliver an accurate and timely debt collection service.

For further information or an informal discussion please contact Lisa Hall - l.hall@gov.je

Statutory Responsibilities

Active engagement, participation and compliance with any other statutory responsibilities applicable to the role, as amended from time to time.

Job Specific Outcomes 1 of 2

Collect debt owed to the Government of Jersey in accordance with agreed policies and procedures as allocated by workflow management to deliver an accurate and timely debt collection service.

Contact customers by letter, phone and in person to discuss how they will make arrangements to pay their debts in order to collect debts in a timely and efficient manner.

Record / update customer’s records when necessary to ensure the Government debt is collected in an efficient and timely manner and to ensure financial records are correct and up to date. 

Receive and effectively respond to queries and correspondence from customers, via phone, face to face, letters and emails in a professional and courteous manner, providing them with information and advice to reach a solution.

Liaise with international organisations in countries where a reciprocal agreement with Jersey is applicable to gain and provide information to other jurisdictions in order to be fully compliant with the terms such agreements.

Effectively manage and prioritise their workload and ensure that deadlines and KPI / SLA standards are met. Attend and actively participate in weekly update meetings to discuss workload, priorities and new initiatives.

Ensure safeguarding processes are implemented to protect vulnerable adults and children

Qualifications

GCE O level, GCSE A-C, or equivalent experience

Knowledge

Shared Services functions (debt management, accounts payables, collections and finance processing)

Knowledge of debt collection best practice.

Technical Work Based Skills

Numerical skills and the ability to work accurately with figures whilst under pressure

Basic analytical skills to understand problems or situations, select the appropriate approach to resolve the problem, and reflect on the result.

Knowledge of financial software packages and Microsoft office software, in particular Excel.

Must have an eye for detail, the ability to problem solve, to process work with accuracy and prioritise tasks

General skills / attributes

Good oral communication skills to liaise with customers.

High level of customer service. Assertiveness when circumstances dictate to achieve a positive outcome

Willingness to challenge

Ability to work at pace and retain a resilience in the face of pressurised situations and confrontational situations

The ability to prioritise and manage the workload.

Experience

Experience of working in a financial transaction processing or customer services environment or debt collection role.

Experience working to KPIs/ SLA delivery

Personal Attributes

Appointees to this role will be required to adhere to and perform their duties in line with the standards identified in the Government of Jersey tier 6 core accountabilities attributes and behaviour indicators