Rebecca McDermott
Leigh,Lancashire
Summary
Results-driven Arrears Recovery Officer skilled in debt recovery and financial reconciliation. Utilises strong negotiation and analytical skills to recover outstanding debts and resolve discrepancies, ensuring accurate financial reporting. Focused on improving operational efficiency and maintaining positive relationships with tenants.
Overview
27
27
years of professional experience
Work History
Arrears Recovery Officer
Jigsaw Homes
Leigh, Lancashire
2019.06 - Current
- manage accounts under allocated patch
- contacted tenants to discuss arrears and negotiate resolutions
- Help and support with Benefit advice and knowledge
- Set time frames for repayments
- Calculate and assess refunds
- Monitor payments
- Monitor Benefit payment schedules
- Review accounts for issuing letters and following company procedures.
- Follow company procedures regarding failed payments and increase balances
- submitted court paperwork for arrears cases
- attended court hearings to represent Jigsaw Homes North and discuss payment arrangements
- Attended home visits to assess tenant situations.
- Complete rent review changes
- Liaise with local authorities
- Coordinated efforts with various in-house teams
- Use in-house systems to maximise case loads
- Maximise payment options
Customer Advisor
Jigsaw Homes
Leigh, Lancashire
2017.02 - 2019.06
- Housing Management team
- Answered calls within required time frames to ensure timely assistance for residents
- Answered emails and web chats within company time frames.
- Rent trained to answer lower level calls and queries, take payment, transfer calls to available officers for higher case levels, raise call back requests
- Take neighbourhood queries and complaints, log them on the relevant databases.
- Handled general housing queries from residents
- Process Housing queries and applications
- Requested relevant documents to support housing application processes, facilitating faster approvals
- Review & grade documents for correct Housing bands
- Issued weekly property letters to keep residents informed about housing updates
Travel Consultant
Co-operative Travel / Thomas cook
Leigh/Wigan/Manchester
1999.09 - 2017.01
- Liaised with tour operators and activity providers to arrange special requests and ensure seamless travel experiences.
- Reserved tickets, booked accommodations, and arranged rental transportation to create personalised travel experiences for customers.
- Managed bookings for flights, hotels, and excursions, securing competitive rates and confirming reservations accurately.
- Coordinated travel arrangements for groups, couples, executives, and special needs clients, ensuring all requirements were met.
- Developed travel itineraries for clients based on budgets and client needs.
- Advised clients on travel documentation requirements, including visas and passports, for seamless international travel.
- Resolved booking issues and complaints efficiently, minimising inconvenience and maintaining client trust in the agency.
- Handled client queries and concerns with professionalism, offering prompt solutions to maintain high service standards.
- Developed customised travel packages based on client preferences, enhancing overall satisfaction and perceived value.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discretion.
- Checked-in passengers for departure, accepted bags and shared important requirements.
- Organised and printed travel dates, schedule and airline information to present detailed itinerary to customers.
- Collaborated with team members to share knowledge and best practices, fostering a supportive and efficient work environment.
- Printed tickets, passes and brochures for customers and explained terms of each.
- Researched information regarding travel prices, customs and weather conditions to provide thorough information to customers.
- Promoted use of travel insurance to protect travellers during trips.
- Collected full and partial payments for travel services following remittance schedules.
- Monitored currency exchange rates and advised clients on optimal times for currency conversion, saving them money on international travel.
- Kept money safely secured locked drawers, in line with company requirements and policies.
- Managed and monitored rates to sell, buy and order foreign currency.
- Processed foreign currency transactions accurately, adhering to financial regulations and company policies.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Confidently advised customers on foreign exchange enquiries based on up-to-date market knowledge.
- Handled large sums of foreign currency, maintaining meticulous records for audit purposes.
- Maintained tidy workstation to comply with quality and cleanliness standards.
- Collected payments by cash, credit or debit card and provided invoices to clients to establish proof of transaction.
- Implemented anti-money laundering procedures effectively, identifying suspicious transactions and reporting them as required.
- Executed daily reconciliation of cash drawers, ensuring accuracy in transactions and compliance with audit standards.
Education
NVQ Level 2 - Social Housing
Dutton Fisher Associates LTD
2019-01
NVQ Level 3 - Leisure & Tourism
City & Guilds
1993-01
GCSEs - GCSE
St Marys High School
1993-01
Skills
Debt negotiation
- Debt recovery management
- Collection strategies
- Account management
- Communication proficiency
- Time management
- CRM software usage
- Assertive tactfulness
- Documentation preparation
- Customer service excellence
- Customer Service
- Patience and calmness
- Clear communication
- Decision making
- Professionalism
- Active listening
- Relationship-building
- Product knowledge
- Verbal and written communication
- Record-keeping
- Attention to Detail
- Multitasking proficiency
- Case file organisation
- Computer literacy
- Call centre background
- Risk Management
- Respectful approach
- Efficient time management
- Collections best practices
- Compliance regulation
- Effective communication
- Problem solving
- Payment tracking
- Debt recovery prevention
- Team Leadership
- Legal processing
- Itinerary planning
- Booking management
- Payment processing
- Benefit assessment
- Communication skills
- Court liaison
- Local authority liaison
- Client service
- Flight and hotel reservations
- Active listening skills
- Refund processing
- Travel document preparation
- Travel sales
- VISA assistance
- Itinerary creation
- Global tourist attraction knowledge
- Cross-selling
- Computer reservations systems
- Complaint management
- Travel insurance policies
- Currency exchange understanding
- Leisure travel
- Travel administration
- Housing legislation
- Arrears management
- Court documentation
- Safeguarding procedures
- Administrative support
- Policy compliance
- Administration
- Housing legislation knowledge
- Welfare rights advice
- Voids and arrears management
- Tenancy enforcement
- Housing application management
- Arrears recovery
- Tenant housing transfers
- anti-social behaviour reports compilation
- Grant Applications
- Rent payment processing
- Case management systems
- Rent calculations
- Evictions handling
Hobbies and interests
- Ice skating
- Dancing
- Films
- Meeting new people
- Mixing with friends
- Walking
Timeline
Arrears Recovery Officer
Jigsaw Homes
2019.06 - Current
Customer Advisor
Jigsaw Homes
2017.02 - 2019.06
Travel Consultant
Co-operative Travel / Thomas cook
1999.09 - 2017.01
NVQ Level 2 - Social Housing
Dutton Fisher Associates LTD
NVQ Level 3 - Leisure & Tourism
City & Guilds
GCSEs - GCSE
St Marys High School