Credit Controller - Legal Collections Finance at MTN

Job Description

• MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success. To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life.

Responsibilities

Credit Management 

• Work the credit control and collections activities as it relates to matters in legal.
• Ensure the accurate and timely processing of payments of accounts receivable to positively impact cash flow. 
• Monitor outsourced legal collection process. Analyse performance of external EDC’s in line with contractual or set KPI targets.
• Provide reports on external agents for tracking and collections.
• Assist in resolving Audit findings.
• Implement/fine-tune methods, processes/systems to enhance effectiveness/meet organisational goals.
• Consider the impact of solutions on other areas of the business, as well as the interdependency of units.
• Ensure internal SLAs are adhered to, taking corrective action where necessary.
• Manage SLAs, and take corrective action as required.
• Resolve issues/ queries and liaise with relevant areas within MTN to escalate issues/ queries.
• Liaise with customers regarding escalated account queries.
• Implement controls to reduce the risk of fraud and error.
• Liaise with attorneys with reference to accounts handed over for collection.
• Achieve targets for collections and achieve these targets.
• Compile monthly management reports
• Maintain bad debt provisions write-offs within targets set by management.
• Monitor age analysis of debtor’s book regularly and reduce overdue amounts.
• Ensure settlement agreements, payment arrangements are appropriately approved in line with agreed DoA and process.
• Manage claim process for all customers in Liquidation, business rescue, debt review and sequestration.
• Assist in execution of Debt book sales to external parties.
• Manage litigation matters in conjunction with MTN Legal team Attend to settlement negotiations from customers and attorneys.
• Load and process financial entries.
• Hand over relevant bad debt accounts to third parties for collections, to ensure bad debt minimized.
• Allocate payments from third party collectors to customer accounts.
• 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.

Customer Relationship Management 

• Liaise with customers to ensure client expectations and service levels are being adhered to.
• Ensure that client queries are resolved within agreed SLA’s.
• Attend client meetings to speedily resolve outstanding queries, so that the client can pay within stipulated time line.
• Provide accurate advice and education to customers to ensure adherence to quality standards.
• Deliver first time right service excellence and by displaying the MTN brand values to customer during all customer interactions. 
• Manage query resolution, escalation and feedback to customer.
• Create and distribute general correspondence to customers on customer impacting situations. 
• Liaise with Sales and have regular contact with clients via difference communication media.

Business Analysis

• Perform Business Analysis in line with MTN SA Business Analysis methodology and guidelines.
• Identify ways to fine tune policies, processes and systems in line with changing work practices.
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems.
• Design, analyze and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimization opportunities that will result in improvement of process performance.
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity.
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Quality and Compliance

• Execute in line with Quality assurance & Quality control requirements for Legal Collections.
• Ensure verification processes and procedures are adhered to for purposes of reduction/elimination of fraud.
• Ensure resolution of queries end to end.
• Give input into processes and procedures where quality of work may be improved.
• Adhere to quality and operating standards and primary controls, policies and procedures.
• Ensure customer satisfaction as per the CSI deliverables, query resolution and customer requests.
• Maintain accurate and up to date client details and account records

Reporting

• Reporting function (daily, weekly & monthly).
• Compile monthly management reports.
• Monthly reporting of the Key Performance Indicators.
• To report on a weekly/monthly basis as appropriate e.g. Age debt analysis, cash collections forecasts, Bad debt, Book Reviews, Provisions for Bad debt etc, EDC KPI’s.

Qualifications

Education:

• Higher Certificate in Para Legal or similar
• Credit Management Certificate

Experience:

• Minimum 3 years credit control and legal collection experience in a consumer/corporate/enterprise environment with high focus on service delivery
• Minimum 3 years Legal collections experience