IVA Payment Support Officer

Job Title: IVA Payment Support Officer

Department: Payments and Reviews

Responsible to: Payments and Reviews Team Leader

Hours of work: 35 hours per week

Main Purpose: Contact clients re: arrears and manage any payment difficulties

• Run and work through arrears report on a daily basis and contact clients about arrears within their Arrangement


• Process card payments and set up recurring payments


• Complete ad-hoc income and expenditure reviews where required


• Discuss any changes to payments required with clients and those in extreme financial difficulty


• Resolve queries raised by potential vulnerable clients and sensitive issues and be responsible to help retention within the company


• Liaise with other teams regarding case progression within the Supervisory department


• Communicating with clients and creditors via phone/SMS/email ensuring all conversations follow GDPR regulations


• Liaising with the insolvency practitioner about cases


• Any such duties that may be required by the business


Key Performance Indicators of the role

• Email/task work actioned within 48 hours of receipt


• Volume of collections above 92%


• Value of collections above 95%


• Payment breaks below 5% of book


• Score 90% on call audits


• Score 80% on internal audits


• Attend 90% of training


• Complete 36 hours of CPD per year


KPIs will be reviewed on a quarterly basis

Annual staff performance development reviews (PDR) will be held and professional development plans created to encourage progression within the business


• Previous payment support experience preferred but not essential


• Ability to work with all levels of staff


• Professionalism and approachable manner


• Excellent organisational, administrative and IT skills


• Ability to work under pressure and meet deadlines


• Effective time management skills and ability to use their own initiative