Credit Controller - Credit Controller Finance at MTN

Responsibilities
Operational Processes

• Work with existing policies, processes and procedures in such a way that operational efficiencies and performance are enhanced, and optimal results achieved.
• Report and escalate problems through to authority for advice or assistance with required urgency.
• Prioritise work to ensure deadlines are met.
• Ensure workflow continues without interruption.
• Follow clear and straightforward procedures and instructions to find practical solutions to problems.

Debtors Management

• Perform all relevant tasks within Collections that support the collections’ objective (incl, but not limited to Inbound, Outbound, Legal, Admin, corporate/wholesale).
• Handle disputed accounts and negotiate with customers to bring payment in line with terms.
• Timely execution of high usage reports.
• Timely engagement of customers on default payments.
• Daily handling of diaries, PTP’s, PAR’s, etc.
• Full accountability that all accounts allocated is actioned monthly and is collected on.
• All engagement with customer to be documented with clear and accurate notes on system.
• All arrangements made for payment must be done within delegation and policy.
• Ensuring that the customer call cycle is strictly adhered to and achieved.
• Ensure inbound and outbound answer rate and service levels, AHT and compliance are achieved.
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused.
• Prioritise work to ensure deadlines are met.
• Ensure tools and equipment are utilised in the correct way.
• Escalate problems and queries of a more serious nature.
• Attend to settlement negotiations from customers and attorneys.
• Hand over relevant bad debt accounts to third parties for collections.
• Prepare and process monthly write-offs.
• Manage active accounts in legal department.
• Prepare and submit claims on deceased estates.
• Attend to liquidations, sequestrations and administrations.
• Prepare invoices for third parties.
• Positively impact cash flow by ensuring the accurate and timely processing of payments of accounts receivable.
• Accurate allocation of payment to invoices as per remittance received within the billing cycle to ensure accurate customer billing and accounting records.
• To handle disputed accounts and negotiate with clients to bring payment in line with terms.
• Produce regular and accurate reconciliations for customers and ensure that payments are affected, and these are stored centrally for ease of access.
• Timely execution of high-risk usage reports to reduce the exposure to MTN and customer.
• Full accountability that all accounts allocated in your book is actioned monthly and is collected on.
• All engagements and activities with customer must be documented on the core system with clear and accurate notes of update.
• All communications to customers with attachments must be stored centrally for access to business and ensuring that customer records are kept up to date.
• All arrangements made for payment, PTP’s, etc. must be done within delegation and policy
• Debtor’s days must be managed within the agreed targets.
• Provision of doubtful debt, disputes, etc. must conform to policy and MTN standards.

Customer Service

• Ensure that customer queries are resolved within agreed SLA’s, TAT’s and set guidelines.
• Attend to walk-in customers to speedily resolve outstanding queries so that payment is made.
• Provide accurate advice and education to customers to ensure adherence to all standards and operating practices.
• Escalate unresolved queries timeously.
• Deliver first time right service excellence and display the MTN brand values to customers during all customer interactions.
• Responsible for escalation and feedback to customers on all issues and matters raised.
• Maintain customer confidentiality at all times.
• Liaise with customers to ensure client expectations and service levels are being adhered to in regard to billing and maintenance of accounts 
• Reconcile Billing Accounts as per customer requests.
• Timely notification to customers and channel on items identified that may impact the customer and pro-active approach to resolve these items. 
• To liaise with Sales and have regular contact with clients by agreed mediums. Notify on status of accounts.

Reporting

• Compile and prepare accurate and quality reports from data provided, using set templates.
• Generate reports from the system related to age analysis, cash collections, forecasts, provisions for bad debts.

Quality Control and Standards

• Reduction and elimination of fraud by ensuring verifications processes and procedures are adhered to.
• Ensure resolution of queries end to end and deadlines are met.
• Adhere to quality and operating standards and primary controls, policies and procedures.
• Query resolution and customer requests to be done accurately and keep customer details and account records up to date.
• Ensure customer experience is achieved as per the NPS deliverables and within agreed targets.
• Customer engagement in all forms must prescribe to business standards and professionalism to minimise bad debt and where possible rehabalitate customers.
• All customer requests must be actioned within the agreed SLA and TAT with absolute accuracy at all times.
• Promises made to customers and colleagues must be delivered on and completeness of all transactions must be adhered to at all times.
• Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible.
• Engage in ad-hoc projects as and when expertise is required.
• Alert recurring system problems to reduce credit note values.
• Recommend ways to automate processes and procedures wherever possible.
• Knowledge sharing to improve team competency.

Qualifications
Education: 

• Minimum Matric
• Diploma in Finance or collections or 
• A national Diploma or higher will be advantageous

Experience:

• At least 2 years’ experience in debt collection environment OR sales/ contact centre environment 
• Minimum 1 year’s administrative experience 
• Computer Literacy - Experience at intermediate level - MS Office