Job summary
Collect on outstanding Residential and Small Commercial amounts ensuring good results in: debtors days (DSO), cash collection and reduction of bad debt expense/write off.
Job Specification…
Telephonically contact clients with due or overdue amounts in order to obtain payment for the arrears
Accurately record notes resulting from outbound calls to clients in the Listener system;
Ensure that the minimum number of prescribed collection calls are achieved daily;
Capture debit order resubmissions in the Listener system;
Verify client information in the Listener system when making contact with clients;
Convert clients from printed communication to electronic communication;
Obtain commitment from clients to settle their overdue accounts within the shortest possible period of time;
Follow up on client payment commitments;
Issue letters of demand & suspension to clients in accordance with the collection policy;
Review the regional suspense accounts on a daily basis to identify and transfer client payments not yet allocated to the correct account;
Request the suspension of overdue accounts where the prescribed number of calls and/or communication has been completed;
Understand & communicate company policies, collection policies & service specific information to clients;
Identify the nature of client queries, record the queries in the Listener system (and/or query management tool) & to re-direct the queries to the relevant
department/personnel for resolution where the query does not pertain to the Credit Control function;
Ensure that all forwarded queries are resolved by the relevant departments through constant follow up in order to obtain payment from clients;
Forward, electronically or printed, copies of client invoices, statements & other relevant documentation as requested by the Contact Centre or by the client directly;
Address & resolve client queries (where the query pertains to a Credit Control function) identified either through the outbound call process or transferred from the Contact Centre (manually or through the query management tool);
Communicate the outcome of the resolved query to customers (both internally & externally);
Accurately prepare various administrative documents including: credit note requests, transfer of funds, client refunds requests, master data amendments, etc. (electronically and/or written);
Ensure that all off-setting of receipts & credit notes/debit notes is accurately processed on a daily basis;
Reconcile (where necessary) accounts with credit balances establishing the reason for the credit balance and making the necessary adjustments (refunds or transfers);
Ensure individual & departmental collection & bad debt provision targets are consistently achieved;
Always maintain a high standard of customer service, client courtesy & professionalism when interacting with clients;
Participate in various ad-hoc projects within the Credit Control Department;
Ensure a high standard of housekeeping at all times.
Skills and behavioural competencies:
Excellent verbal & written communication skills
Excellent customer service skills
Ability to work under pressure & with difficult customers
Excellent telephone skills
Computer literate – intermediate Excel skills requirement
Accuracy & attention to detail essential
Excellent reconciliation skills
Attention to detail
Interpersonal skills
Consistency
Resilient
Minimum Requirements…
Matric
Credit Management or Finance related qualification
2-3 Years Collections experience in a high volume consumer environment
Strong knowledge of Microsoft Office & Excel
Working knowledge of LSN and SAP
Strong People & Communication skills
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