Eddy Marshall
London
Summary
Experienced Recovery and Benefits Officer with proven abilities in debt recovery, reporting on and a knowledge of relevant Benefits Legislation. Adept in invoice running, payment collection,recovery planning and attending County Courts on behalf of on organisation. Confident communicator building constructive relationships for improved debt outcomes. Confident Debt Collector with excellent work ethic offers skills in billing, chasing and collection. Calm and professional under pressure to achieve positive outcomes. Excellent written and verbal communication skills for productive debtor relations. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Hardworking and passionate job seeker with strong organizational skills eager to secure position. Ready to help team achieve company goals.
Overview
41
41
years of professional experience
Work history
Rent Arrears Officer
Pinnacle Group
London
02 2024 - Current
- Remained calm and poised when communicating with difficult clients or in stressful situations.
- Addressed and resolved customer disputes to support favourable collection rates.
- Exceeded collection target goals with assertive communication and negotiation skills.
- Performed collection of overdue debts, reconciling high-volume account queries.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
- Maintained records on diary notes and debt status codes to support customer account accuracy.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
- Analysed financial information to develop and implement appropriate collection initiatives.
- Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
- Assisted in completing Universal Credit journals and applying for direct payments when required.
Rent Arrears and Income Recovery Officer
Tower Hamlets Homes
London
03 2002 - 09 2019
- Used scripted conversation prompts to convey current account information and obtain payments.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
- Utilised LOLA, I World and more recently SX3 Northgte to manage and successfully direct unallocated funds.
- Leveraged skip tracing and data tracking techniques to locate debtors.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour inate challenging circumstances.
- Performed collection of overdue debts, reconciling high-volume account queries.
- Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
- Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.
- Exceeded collection target goals with assertive communication and negotiation skills.
- Maintained high volume of calls to meet demands of busy group.
- Resolved complex collection cases, liaising with debt collection agencies and local courts to foster positive outcome.
- Worked in call-centre environment handling manual and automatically dialled outbound calls.
- Maintained records on diary notes and debt status codes to support customer account accuracy.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Achieved performance goals on consistent basis through strong knowledge of industry best practices.
- Addressed and resolved customer disputes to support favourable collection rates.
Housing Benefit Officer
London Borough of Tower Hamlets
London
1990.04 - 2002.03
- Fought for organisational interests in high-level negotiations with external bodies and partners.
- Upheld stringent policies, procedures to maintain consistent workplace standards.
- Designed and implemented overall strategy to inform organisational decision-making.
- Established working relationships with other service providers, boards and funding bodies to discuss solutions to tackle industry problems
- Was a Benefit Team Leader for a period.
- Oversaw efficient use of resources through strategic planning to help reduce costs.
- Promoted ethical work practices to provide person-centred service exceeding regulatory responsibilities.
- Monitored individual and team performance, implementing targeted support to drive improvement.
- Motivated employees by rewarding exceptional performance and cultivating value-based organisational culture.
- Supported daily operations to guide, motivate and inspire team of seven staff.
- Applied Benefit knowledge expertise to advise clients on evidence-based measures to improve quality and accessibility of welfare services.
Housing Benefit Officer
London Borough of Lewisham
London
1983.11 - 1990.04
- Supported daily operations to guide, motivate and inspire team of staff.
- Upheld stringent policies, procedures to maintain consistent workplace standards.
- Applied knowledge of Benefit legislation to advise authorities on evidence-based measures to improve quality and accessibility of welfare services.
- Worked in Housing Benefit on day to day basis using knowledge of regulations to assess Benefits and liaise with internal and external customers
- Worked during a time of significant changes in Housing Benefit legislation such as the 1988 Housing Act and gave relevant advice and information
Education
GCSEs -
A-Levels - History
06.1983
Skills
- Credit management evaluation
- Scripted responses
- Repayment plan negotiating
- Rent collections
- Call centre experience
- Awareness of legislation regarding Housing/Council Tax Benefits
- Knowledge and experience of attending County Court on behalf of the organization
- Voids and arrears management
- Persuasion techniques
- Rent and Benefit background
- Performance improvement
- Knowledge of Welfare Benefit Reforms
- Interpersonal communication
- Payment plan negotiation
- Case Management
- Attention to Detail
- Statement issuing
Timeline
Housing Benefit Officer - London Borough of Tower Hamlets
1990.04 - 2002.03
Housing Benefit Officer - London Borough of Lewisham
1983.11 - 1990.04
Rent Arrears Officer - Pinnacle Group
02 2024 - Current
Rent Arrears and Income Recovery Officer - Tower Hamlets Homes
03 2002 - 09 2019
Brockley County School - GCSEs,
Brockley County School - A-Levels, History