Office Manager & Administrator (Collections) - Sandton at Broll

POSITION PURPOSE

• Responsible for collecting monies owing in respect of properties managed by the company. Responsible for performing collection activities associated with various accounts. Reviews accounts, determines probable reasons for account status, and contacts clients to resolve the delinquencies. Utilises various techniques, as circumstances indicate, to promptly collect on accounts. Ensures that the Company's professional image is maintained.

Manages various office administration functions and activities as required.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assumes responsibility for the effective and professional performance of collections functions.
• Processes and reconciles all monthly licence and service fees and verifies the status of the accounts.
• Follows up on accounts by telephone, personal contact, and e-mail correspondence to secure a satisfactory resolution to the repayment problem. Discusses possible financial arrangements, informs clients of potential legal actions, and suggests financial counseling to arrive at suitable payment arrangements. Continues to collect until the account becomes a write-off, bankruptcy, or attorney account. Makes early contact with clients to collect and keep them informed of account status. Records all status changes on the account indicators module of the system to relfect the current arrears situations of all accounts.
• Utilises effective human relations skills and various forms of persuasion to present a positive Company image in an already negative situation. Calms irate clients and answers questions and complaints relevant to Department functions. Determines reasons for delinquencies and works toward permanent solutions. Minimizes losses by early actions.
• Utilises further appropriate collection methods if initial attempts do not secure required payment. Recommends extensions of due dates. Suggests consolidations and financial counseling.
• Posts approved extensions and notifies clients of new due date by mail.
• Performs collections efforts in accordance with Company policies and procedures and ensures they are legally compliant.

Assumes responsibility for the efficient administration of collections activities.

• Keeps accurate and up-to-date activity reports on late, potentially late, and accounts.
• Documents and keeps the debtors system updated of all collection actions taken, including telephone conversations, alternative financial arrangements, and correspondence on computer.
• Researches accounts that appear on late and potentially late records to ensure that Company errors are detected promptly. Provides clients the opportunity to fully explain their account status.
• Ensures both monthly and ad-hoc invoices and statements are sent out timeously.
• Controls and monitors payments in terms of licence fees, development fees, training and support charges etc.
• Liaises with customers as appropriate
• Handles queries efficiently and diplomatically
• Queries short payments
• Ensures the daily receipting and processing of debtors payments
• Liaises with book keeping and accounting staff re bank account deposits, queries and mis-allocations
• Generally ensures that:
• Licences (and other charges) are paid by the 7th of each month
• Letters of demand after the 7th to defaulting debtors
• Controls and administers legal processes for the recovery of charges due
• Motivation and processing of write-offs

Assumes responsibility for timely and accurate preperation and submission of management reports.

• Preparation of detailed debtors reports and graphs illustrating weekly and monthly collections:
• Weekly/monthly arrears against billings (debtors day calculations)
• Monthly graph of weekly collections against previous month/year
• Preparation and submission of attorneys’ reports on all legal matters
• Reconciliation of bank statements (where appropriate) and tenants’ accounts

Assumes responsibility for ensuring that professional business relations are established and maintained with clients and external contacts.

• Maintains the Company's professional reputation throughout collections operations and in all contacts with clients.
• Maintains confidentiality.
• Develops contacts with credit bureaus and other financial institutions. Uses shared information to effectively minimize Company losses.

Assumes responsibility for establishing and maintaining effective communication and coordination with Company personnel.

• Assists area personnel as needed.
• Keeps management informed of activities, progress toward established objectives, and of any significant problems.
• Attends and participates in meetings as required.

Assumes responsibility for related duties as required or assigned.

• Stays informed of changes in policies, procedures, and related legal requirements. Keeps the team informed.
• Ensures that work area is clean, secure, and well maintained.
• Ensures administrative activities are carried out timeously.

PERFORMANCE MEASUREMENTS

• Problem accounts are closely monitored and reviewed.
• Appropriate collections actions are instituted which are in accordance with established Company policies and are legally compliant.
• Outstanding accounts are promptly collected. A delinquency ratio which meets management standards is maintained.
• Professional business relations exist with clients. Clients are properly assisted with their financial problems and their questions are courteously answered.
• Required reports and records are accurate and timely.
• Good working relations exist with area personnel and with management. Management is appropriately ` informed of area activities.

EDUCATION/CERTIFICATION:

• Matric with Bookkeeping
• 3 Years related experience
• Essential own transportPrior experience in property related field would be recommended but not a requirement

REQUIRED KNOWLEDGE:

• Knowledge of collection procedures and related laws and regulations.
• Understanding of Company policies. Familiar with default and enforcement clauses.

EXPERIENCE REQUIRED:

• Previous collection experience.

SKILLS/ABILITIES:

• Accuracy and thoroughness in work.
• Excellent communication, telephone, and public relations skills.
• Ability to work well independently.
• Ability to work well in stressful situations.
• Ability to operate related computer applications and other business equipment including calculator, copy machine, printer, credit bureau terminal, telephone, fax.