Collections Officer
- Recruiter
- Ingeus
- Location
- Yardley, Birmingham
- Salary
- £20,505
- Posted
- 18 Aug 2015
- Closes
- 18 Sep 2015
- Sectors
- Admin, Secretarial & PA
- Contract Type
- Contract
- Hours
- Full Time
1. POSITION DETAILS
Position Title: Verification Officer
Reports to (title): Regional Verification Manager
Working Hours: Monday to Friday 8am to 7pm (flexible working patterns apply where necessary including Saturday mornings where required)
It is a 37.5 hour contract per week.
2. PURPOSE
The objective of the Verification Officer is to follow and apply the national verification processes, ensuring the effective verification of job starts and job outcomes, and the successful payment of all available financial outcomes.
The role is accountable for liaising with employers, job centre plus, operational colleagues and clients professionally and courteously in order to facilitate the provision of a high level of service to all stakeholders.
The role will require effective time management and prioritization skills, as well as high levels of attention to detail and accuracy in order to efficiently complete a range of verification tasks within stringent compliance guidelines at all times.
This will be achieved by fully understanding and working within national verification processes at all times, escalating any issues to the Verification Team Manager on an ongoing basis.
The role will require the identification and realisation of opportunities to offer Ingeus’ services during contact with employers.
The Verification Officer must be flexible in their working patterns to facilitate out of hours verification activity as required.
3. DUTIES
- To ensure that all assigned tasks are carried out in line with the National Approach to Evidencing and national verification processes, to include (but not limited to):
- Verification of Job start and job outcome claims
- Verification and checking of resubmissions
- Action to clear of milestone holds and manager exceptions
- Supply of additional information for extrapolation challenges
- Identification and submission of delayed sign-off cases
- Action to submit revenue repayment cases
- Youth contract and employer opportunities are maximised
- To ensure that evidencing job starts and both financial and non-financial outcomes is completed efficiently and effectively
- To maintain the effective, efficient and accurate updating of all systems related to evidence gathering as directed
- To deliver a high quality service to operations, employers, clients and Job Centre Plus at all times
- To adopt and comply with all national verification processes
- To meet and exceed performance expectations as set
- To provide timely, appropriate feedback on the quality of information provided by operational staff to line management
- To work collaboratively with the Compliance and Quality Assurance team and follow established processes to ensure compliance with internal and external audits
- To work effectively and determinedly to resolve challenging cases, escalating to line management where appropriate
- To follow the national process in relation to cases for the application of a Managers Exception status
- To submit cases for delayed sign off through the Delayed Sign-Off spreadsheet with the required level of information for all cases
- To ensure all opportunities to market and promote the services of Ingeus, such as the youth contract offer to employers are made during verification calls
- To highlight revenue repayment requests to the Regional Verification Manager and provide the required level of information
- Ad-hoc duties as required
4. COMPETENCIES
ESSENTIAL COMPETENCIES
- Excellent telephone manner
- Outstanding interpersonal skills
- MS Excel at Intermediate level or above.
- An ability to handle multiple priorities
- Resilience, determination and the ability to deal with the natural frustrations of the role appropriately
- Excellent oral and written communication skills.
- Able to effectively network to build and maintain effective relationships internally and externally.
- Planning and organisational skills
- Attention to detail and an ability to work under pressure
- Demonstrates a good level of IT literacy – MS Word and Outlook
Contact: Recruitment Team