Temporary 6 Months - Field Credit Controller - JHB South (Alberton) at Fidelity Services Group

MAIN PURPOSE OF JOB: Collect on outstanding Coastal amounts ensuring good results in: debtors days (DSO), cash collection and reduction of bad debt expense/write off.

KEY PERFORMANCE AREAS: Collecting Outstanding debt

QUALIFICATION & EXPERIENCE:

• Matric
• Credit Management or Finance related qualifications
• 2-3 Years Collections experience in a high-volume consumer environment
• Valid Driver’s Licence (Essential)
• Own Transport (Essential)
• Males (Preferable)
• Living in the Alberton area

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Strong knowledge of Microsoft Office & Excel
• Working knowledge of LSN and SAP
• Strong People & Communication skills
• Listener experience advantageous

SKILLS AND BEHAVIORAL COMPETANCIES:

• 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
• Resilience

DUTIES:

• Doing site visits to client’s out in the field and to collect overdue amounts.
• 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.

PERFORMANCE STANDARDS:

• Reduction in book.
• Ensure that plans are followed.
• Ensure that standard are adhered to.