Field Credit Controller - East London, South Africa - Fidelity Services Group
Description
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.
QUALIFICATION & EXPERIENCE:
- Matric
- Credit Management or Finance related qualifications
- 23 Years Collections experience in a high volume consumer environment
- Valid Driver's Licence
- Own Transport
JOB REQUIREMENTS & OTHER ATTRIBUTES:
- Strong knowledge of Microsoft Office & Excel
- Working knowledge of LSN and SAP
- Strong People & Communication skills
- Listener experience advantageous
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 redirect 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);
- Ensure that all offsetting 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 adhoc projects within the Credit Control Department;
- Assisting with other adhoc tasks, analysis and projects as and when required
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
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