Classification: Access Housing Enterprise Agreement Level 3

Transcription

1 POSITION DESCRIPTION Position Title: Department: Reporting to: Office Location: Debt Recovery Assistant Tenancy Tenancy Fremantle Classification: Access Housing Enterprise Agreement Level 3 Hours: Full time (Negotiable) 1. ACCESS HOUSING Access Housing, a not for profit company, is one of Western Australia s leading providers of affordable housing and works across the housing spectrum to provide asset and tenancy management and property development services. The Company currently manages more than 1800 affordable rental properties and houses more than 3,000 individuals in the Perth metro, Peel and the South West regions. 2. PURPOSE OF THE POSITION The Debt Recovery Assistant contributes to Access Housing s purpose of Enhancing opportunities for people in need through the provision of affordable housing solutions and quality services. through monitoring of tenant debt and the provision of pro-active action to minimise and recover debt. 3. KEY ATTRIBUTES This position will suit a team-player who has strong numeracy skills, an analytical mind and excellent attention to detail, as well as effective communication and negotiation skills. The role will suit someone who is committed to Access Housing s values of: Fairness Responsibility Integrity Sustainability Cooperation

2 4. RESPONSIBILITIES 4.1. Accounts and Payment Management Work with the Tenant Payment and Tenants Accounts Officers to monitor tenant accounts, debt and payments and take pro-active action to keep tenant debt to a minimum and recover debt. 1. Monitor debt, review the accuracy of current tenant accounts and carry out thorough investigations of discrepancies. Rectify errors or arrange remedial action as appropriate. 2. Make timely contact with tenants to provide them with accurate information relating to outstanding debts and advice regarding options for payment and the debt recovery and legal procedure and negotiate repayment arrangements with tenants. 3. Provide written confirmation of agreed arrangements and remedial action to tenants. 4. Following each customer contact, record full details on the database and ensure records are clear, accurate, appropriate and concise. Ensure outgoing and incoming documentation is attached to the appropriate record. 5. Assist in the preparation and service of legal notices with guidance from the Debt Recovery Officer and in accordance with processes and procedures. 6. Assist in the preparation of documentation and evidence for court. 7. Prepare reports and statistics regarding debt recovery outcomes Customer Service Deliver high quality customer services in accordance with Access Housing s Customer Service Charter. 1. Communicate politely, courteously and sensitively with tenants, their representatives, internal departments and external agencies at all times. 2. Answer phone and enquiries from tenants promptly; answer queries wherever possible or refer on to other staff for action as required, and follow up when appropriate. 3. Offer tenants experiencing financial difficulties referral to appropriate specialist external agencies Work Contribute to a supportive team culture that is customer and outcomes focused. 1. Provide support to the other members of your team, and be proactive in seeking advice and support, as required to keep up to date and manage workload priorities. 2. Contribute to continuous improvement through recommending and developing new ideas and working methods. 3. Comply with organisational policies and procedures including occupational health and safety, antidiscrimination and equal opportunity requirements. 4. Participate in staff and team meetings and attend training courses and conferences as required. 2

3 5. WORKING RELATIONSHIPS: The Debt Recovery Assistant works within a team comprising a Debt Recovery Officer and another Assistant. The is managed by a Tenancy. The works closely with the Tenancy s, particularly the Tenant Accounts Officers. The team also works closely with the and with finance staff. External working relationships include government agencies, support services, current and former tenants and their authorised representatives, strata companies, the Magistrates Court and legal services. Corporate Structure CEO GM Community Housing Assets CFO HR Corporate Regional Tenancy s Finance & Payroll HR & Admin s Projects and Communications Tenancy s Office Admin & Support Tenancy Debt Recovery IT 3

4 6. SELECTION CRITERIA Essential 1. Advanced numeracy skills and demonstrated ability to interpret and analyse accounts and statements. 2. Confidence to deal with complex enquiries, solve problems and make decisions within delegated authority. 3. Sound reading and writing skills include the ability to prepare concise and accurate client records, letters and simple reports. 4. Confident communicator, with demonstrated ability to interact sensitively and professionally with clients and stakeholders and to negotiate outcomes with tenants, stakeholders and other staff. 5. Demonstrated willingness and ability to follow and adhere to established processes and procedures and to work with good attention to detail. 6. Demonstrated experience and confidence operating electronic and manual information systems (databases and files) to maintain accurate records and produce reports as required. 7. Effective time management and organisational skills to manage own workload, meet deadlines and respond flexibly to competing priorities. 8. Previous experience working in a team environment and willingness to provide assistance and support to other team members and contribute to a positive, collaborative team environment. 9. Basic understanding of safe work practices and personal safety. Successful applicants will also need to provide a National Police Clearance and undertake a Medical Check. Desirable 10. Experience in debt management / debt recovery roles. 11. Experience working in a property management background / knowledge of the Residential Tenancies Act. 12. Previous experience working in the community housing sector or a human services role. 13. A current Western Australian C class driver s licence. 7. ENDORSEMENT Name: () Su Groome Signed: Date: Registered by Human Resources: Date: Name: (Employee) Signed: Date: / / 4

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