Carmen Abela joined J&P Credit Solutions in 2004 and has more than 10 years' experience working in our Debt Recovery department. Carmen joined the firm as a pre-legal telephone collector and shortly after was promoted to manager of the Pre-Litigation team. In 2006 Carmen became a Client Manager, specialising in debt recovery for our finance and utilities clients.
Carmen is responsible for managing a caseload of around 9,000 files for a range of industry sectors including debt purchase, leasing, finance and utilities. Her team comprises five account managers and three administrative personnel. Carmen ensures that cases are managed efficiently, within required time frames and in accordance with the civil procedure rules. She oversees and monitors all aspects of her team's caseload, from receiving clients' instructions and ensuring that they are processed correctly on the case management system, through to conclusion.
Carmen provides her clients with regular management information reports that have been tailored to meet individual client's needs and oversees their billing processes.
Carmen works closely with her clients to provide a speedy and cost-effective solution to debt recovery. She understands the need to drive collections forward whilst remaining compliant in the ever changing industry sectors. Carmen is also tasked with Compliance Monitoring and ensuring that the principle of Treating Customers Fairly is adhered to. This is managed via call monitoring and auditing as well as file audits, recording the results and providing feedback and training to her team.