Nada Boubout

• Consistently meeting daily KPIs for case processing and resolution (min 40 per day)
• Advising individuals and organisations on government laws and regulations
• Assessing new applications and identifying over-payments per legislation
• Tracing absconded Council Tax payments via tracing system (Equifax) and verifying the Electoral Register
• Proficient use of software Northgate and OpenRevenues
• Monitoring accounts for compliance with established payment plans and flagging those in violation
• Resolving complex collection cases while liaising with external stakeholders such as debt collection agencies, care homes, prisons, and local courts (to foster positive outcomes)
• Determining liabilities under each account and property through assessment and analysis of documents and reports
• Negotiating customer repayment plans to accommodate to personal finances and reduce debt recovery time
• Awarding discounts and exemptions as per applications received
• Including, but not limited to: student exemptions, carers discounts, discounts for the severely mentally impaired (SMI), etc
• Upheld strict confidentiality and information protection standards for data
• Trained and monitored new team members on systemic methods and performance strategies
• Achieved performance goals consistently through strong knowledge of industry best practices
• Responding and resolving matters communicated via email
• Making phone calls to residents, along with contacting family members of hard-to-reach account holders
• Excel spreadsheet maintenance and file management

•Efficiently managing, maintaining, and updating spreadsheets in Excel
•Evaluating business rates on database system OpenRevenues
•Liaising with internal/external stakeholders (e.g Business rates, HMRC, landlords, etc.)
•Assessing and approving/rejecting grant applications in compliance with the budget and legislative eligibility
•Handling high-volume telephone and email enquiries to resolve customer queries and complaints (mailbox management)
• Reviewing and verifying documentation/evidence- including, but not limited to: Bank statements, utility bills, leases, etc.
• Carrying out extensive background checks for eligibility (i.e Companies House, Business rates, Google Maps)
•Assessing over 400 grant applications under various scheme types,e.g. Local Restrictions Support Grant (LRSG)
•Thoroughly completing reviews of personal or business records in cases of insolvency and bankruptcy
•Carrying out thorough company background checks to assess the legitimacy of the company under Fraud Act 2006
•Resolving disputed claims under Business, Energy & Industrial Strategy (BEIS) guidelines
•Effectively training new employees on accounting principles, as well as council and government policies

• Meeting daily KPI goals for calls & case resolution
• Calling residents to inform of a positive COVID-19 test result
• Tracing movement history within the last 14 days logging by locations and interactions with people
• Advising the legislative isolation procedure
• Creating diary logs of each case's whereabouts and movement history; inputting them into a Customer Relationship Management (CRM) database system
• An empathetic and gentle attitude was vital in providing good quality customer service and minimising the interaction's distressing nature