High Risk Recoveries Agent – Debt Operations

About the role

The High Risk Recoveries Agent will manage a portfolio of high‑risk customers with balances of £15,000 or more, overseeing the end‑to‑end debt collection process up to litigation. The role works closely with third‑party DCAs, Change of Tenancy teams and the Customer Resolution team to secure payments and resolve disputes.

Key responsibilities

• Manage a defined portfolio of high‑risk customers through the full debt collection lifecycle.
• Handle inbound queries, reconcile statements of account and conduct telephone outreach to overdue customers.
• Identify potential bill shocks on new invoices and contact customers before payment due dates.
• Negotiate payment arrangements, reset direct debits and aim for first‑time resolution.
• Escalate unresolved balances to 3rd‑party recoveries or litigation channels.
• Collaborate with Change of Tenancy teams to verify tenancy details and recover outstanding debt.
• Process complaints and disputes in line with company policies and regulatory requirements.
• Ensure compliance with GDPR, quality standards and internal collection procedures.

Required profile

• Previous experience in high‑risk debt collection or similar financial recovery role.
• Strong understanding of debt collection processes and regulatory compliance.
• Ability to analyse account information and communicate effectively with customers.

Required skills