CAP’s debt help is our flagship service delivered in partnership with our network of local churches across the UK. All regulated activities and the operational service to clients happen in the Debt Operations department, operating from CAP head office in Bradford. The Debt Service Support Teams sit within the Debt Operations department and are made up of Case Officers who carry out a variety of essential work to ensure cases can be progressed on behalf of CAP clients.
Job Description
Purpose:
The role of the Debt Service Support Team Case Officer is pivotal in ensuring a client progresses through Debt Operations. They are responsible for overseeing a number of key tasks within the management of client cases, providing excellent customer service throughout. This includes responding to incoming client, creditor, and debt coach communication; decisively interpreting and triaging significant amounts of information to ensure an accurate and smooth transition through Debt Operations.
Reports to: Debt Ops Team Manager
Responsibilities:
* Complete a variety of tasks to underpin essential case progression whilst complying with CAP’s Debt Help Policy and Procedures.
* Tasks are primarily computer-based, utilising both internal and external systems, requiring meticulous attention to detail and complex data entry processes.
* Support and collaborate with Debt Operations Debt Advice teams.
* Work proactively towards CPD goals set through both assigned and self-led training sessions.
* Download paperwork from NextCloud and upload it to a client’s file on HOPE.
* Complete a detailed check of each case to ensure accuracy in preparing budgets.
* Liaise with debt coaches to ensure missing paperwork/information is obtained prior to advice preparation by Debt Advisors.
* Input clients’ details onto HOPE and accurately input non-priority debts and creditor information.
* Identify potential enforcement action against clients and take urgent action to reduce risk.
Other responsibilities include:
* Being willing to pray with staff and fully engage with our Christ-centered culture.
* Encouraging support for the charity through the Life Changer program and other fundraising initiatives.
* Attendance at annual CAP staff conferences.
* Completing all compulsory CAP training within given timescales.
* Ensure compliance with FCA’s conduct rules.
Skills required:
Experience:
* Experience of meeting deadlines and targets.
* Experience of working as part of a team.
* Experience offering excellent customer service via email, letter, and telephone.
* Excellent administrative skills.
* Strong computer literacy.
Skills/abilities:
* Excellent problem solving, analytical and evaluation skills.
* A confident, adaptable learner.
* Ability to consistently achieve expected outputs.
* Confident, friendly, and professional communication style.
* Good written communication skills.
* Excellent organisational skills.
* Ability to work accurately and pay attention to detail.
* Able to work well to prescribed processes and take initiative where necessary.
* Ability to work independently and as part of a team.
* Confident computer user, including bespoke systems and Google applications.
Educational requirements:
GCSE maths and English.
Rewards and wellbeing:
* 6.5% employer pension contribution.
* 34 days annual holiday (including flexible bank holidays).
* 1 additional day of holiday for each full year of service (up to a maximum of 5 additional days).
* 2 paid Mental Health days and up to 5 days Family Emergency leave per year.
* Paid ‘Revive’ days to take time out with your team.
* Enhanced paid sickness, maternity, paternity, and adoption leave.
* Access to Employer Assistance Programme.
* Gym membership discount.
* Hybrid working.
* Flexitime from day one.
Genuine occupational requirements:
Under the 2010 Equality Act, schedule 9, we have a genuine occupational requirement for all employees and volunteers to be practising Christians.
Diversity and inclusion:
CAP celebrates the value of diversity and aims for our workforce to be as inclusive as possible. We welcome and encourage job applications from people of all backgrounds, particularly from black and ethnic minority backgrounds.
Safeguarding:
All adults working in, or on behalf of the CAP have a responsibility to safeguard and promote the welfare of children and adults.
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