Senior Credit Controller (National) at IIE MSA and IIE Varsity College

Duties and Responsibilities:

  Administration/Collections/Handovers   

• Supervise allocated Credit Control Team (comprising of credit controllers and senior credit controllers), monitor performance and ensure fair and proper allocation of accounts on a regular basis.
• Support Debtors Manager in ensuring the Credit Control Team achieves Monthly Target and take ownership for driving activities to ensure targets are achieved.
• Support Debtors Manager with regards to tracking team performance and implementing appropriate measures that will shift performance in a positive direction. This will include ongoing training and coaching for all credit controllers and senior credit controllers and report back to debtors manager.
• Assistance with allocation of payments and other other administrative functions performed by either the credit controllers, senior credit controllers or Debtors Manager as and when the need arises. Attend to additional adhoc administrative duties as and when required.
• Monitor queries received through various platforms (email, helpdesk, IIE Assist) and ensure allocated and escalated to relevant team member for quick and speedy resolution. Ensure that queries resolved as far as possible within 48 hours or that customer receives an update at least within 24-48 hours.
• Assist and support Campus Senior Credit Controller with admin related activities (I.E Credit Balances/Debit Orders).
• Send out SMS and letters on behalf of team on a weekly/Monthly basis.
• Assist with difficult accounts escalated by Credit Control Team.
• Review suspended and handover accounts escalated by Credit Control Team. Changing of account statuses in bulk on Excalibur and sending files to Debtors Manager to review and approve.
• Evaluate accounts and update status accordingly. This refers to allocated accounts as well as team accounts.
• Collect on allocated book as and when required to achieve monthly collection target.
• Negotiate and maintain payment arrangements and document Acknowledgement of Debt (signed off by Debtors Manager).
• Ensure required call output target is achieved (20-30 Quality calls daily). Monitor team weekly call logs and address performance gaps with Credit Control Team.
• Place hold on debtors portal when accounts are in arrears.
• Consumer Profile Bureau-Tracing.

Customer Service

• Communicates with internal departments as and when required in order to maintain an accurate position on students account.
• Build sustainable relationships and trust with students/account payers through open and interactive communication. Ensure that team are operating at acceptable level in terms of email and call etiquette and with a customer service focus.
• Handle account payers complaints, provide appropriate solutions and alternatives.

  Quality Management & Reporting

• Debit order management (send out SMS for rejections if necessary and check if transactions are posted correctly).
• Check and approve special arrangements. Acknowledgment of debt to be reviewed to ensure amounts and term is correct.
• Monitoring collection process (Detailed notes on account, holds on aged accounts, call output and quality).
• Accurate allocations - sending weekly report Debtors Manager highlighting any missed allocations/incorrect allocations.
• Providing feedback on credit balances, suspensions/handovers received from team each month to Debtors Manager.

Competencies Required:

• Knowledge of Full Function Credit Control
• Knowledge of Accounts Receivables/Debit Orders /Bank Statements
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external departments
• Good Interpersonal skills/Customer Service driven
• Analytical and Problem solving skills
• Sound numerical skills
• Best suited to a friendly, organised person who works accurately and is able to handle pressure
• Honest, trustworthy and ethical
• Time management skills
• Team management

Minimum Qualification Requirements:

• Minimum of Matric and Credit Management Certificate
• Bookkeeping Diploma/Financial qualifications advantageous

Minimum Work Experience Requirement:

• Minimum of 2 years supervision experience, minimum of 3 years credit control experience