The Back Office & Forwarding Agent is responsible for supporting multiple operational areas within the campaign. The role involves executing various administrative and coordination tasks essential for the repossession and recovery of assets. The agent will utilize multiple tools to perform skip tracing, verify and process data entries, manage billing, coordinate with impound lots, and assist debtors in retrieving vehicles or personal property. The agent must ensure compliance with company policies and client expectations while maintaining accuracy and efficiency in all tasks.

Supervisory Responsibility

• Jr Leaders/ Sr Agents and Collections agents Essential job functions

Skip Tracing: Utilize multiple tools and databases to identify, confirm best possible address for asset repossession.

Data Entry & Quality Control: Review images and condition reports of repossessed units to ensure accuracy before submitting reports to the client's platform.

Billing: Generate invoices for clients and debtors, ensuring all storage fees and charges are accurately calculated and documented.

Impound Coordination: Liaise with impound lots and field agents to schedule the retrieval of stored vehicles. Communicate with banks to assess the feasibility of asset recovery.

Release & Transport Assistance: Handle inbound calls from debtors seeking to recover their vehicles or personal property. Guide them through payment requirements and recovery procedures.

Compliance & Documentation: Ensure all activities comply with client guidelines, internal policies, and regulatory standards. Maintain updated records of all interactions and transactions.

Other job duties

Maintain a high level of accuracy in all tasks to prevent client escalations or compliance violations.

Communicate effectively with field agents, clients, and debtors to ensure smooth coordination.

Participate in team meetings, training sessions, and performance reviews as required.

Competencies

Strong problem-solving and analytical skills.

Ability to manage multiple tasks in a fast-paced environment.

Excellent attention to detail and accuracy.

Strong communication skills, both written and verbal.

Ability to work independently and collaboratively within a team.

Customer service orientation with a professional and empathetic approach. Educational experience

High School Diploma or equivalent.

Experience in administrative, or back-office-related roles is a plus.

Proficiency in Microsoft Office Suite and data management tools.

C1 Level

Capable of maintining business conversation Physical Demands

Ability to work at a computer for extended periods. • Capable of handling high-volume data processing