Insolvency Case Administrator

SUMMARY:
Insolvency Case Administrator

POSITION INFO:

An Insolvency Administrator is responsible for managing cases following the approval of an Individual Voluntary Arrangement (IVA), ensuring that the arrangement is effectively monitored, compliant, and executed in accordance with legal and contractual obligations. Operating under the authority of the Insolvency Practitioner (IP) – the legal supervisor – the role involves handling day-to-day administration, monitoring, and stakeholder communication. The core objectives include ensuring the debtor adheres to the agreed repayment plan, maintaining the IVA’s legal compliance, and proactively identifying risks such as missed payments or changes in customers’ financial circumstances. Your daily duties will encompass making outbound calls, handling inbound enquiries, managing emails and live chats, and conducting affordability assessments. You will serve as the primary point of contact for our customers, offering expert advice on all aspects of the plan and providing regular updates on its progression.

Responsibilities:

• Delivering a consistently high standard of customer service to our clients.
• Managing inbound and outbound telephone communications.
• Responding promptly to emails from customers and creditors.
• Handling live chat enquiries efficiently and professionally.
• Tracking monthly contributions and managing payment schedules.
• Monitoring arrears and identifying early indicators of default or termination risk.
• Conducting annual reviews of debtor finances, including comprehensive income and expenditure assessments.
• Addressing creditor queries and ensuring creditor balances are accurately maintained.
• Maintaining precise case records and updating systems accordingly.
• Upholding a high standard of quality and accuracy in all work undertaken.
• Communicating directly with customers through various channels, including telephone, email, SMS, and WhatsApp.
• Exhibiting exceptional customer service through an empathetic, balanced approach; conducting thorough fact-finding to fully understand each customer’s circumstances; and agreeing on appropriate, positive resolutions.
• Working diligently towards achieving set KPIs, goals, and targets.
• Carrying out detailed reviews of customer income and expenditure, providing tailored advice and recommendations aligned with individual circumstances and objectives.
• Adhering to processes in line with evolving business and regulatory requirements.

Competencies:

• Minimum educational qualification: Matric.
• A relevant degree or diploma would be advantageous.
• Ability to work within UK business hours.
• Capable of managing your own workload independently.
• Experience within a call centre environment is desirable.
• Ability to contribute effectively across a variety of situations, fostering a positive working environment based on openness, trust, and cooperation.
• Self-motivated with a commitment to continuous personal development.
• Demonstrates and upholds the core values of the business.

• Excellent communication skills, particularly in managing difficult conversations.
• Strong problem-solving abilities under pressure.
• Confident decision-making within established policy parameters.
• Mature and professional attitude.
• Effective team player.
• Strong work ethic and reliability.
• Analytical mindset with attention to detail.
• Dependable and capable of working independently.
• Proficient in financial assessment and evaluation.