Advocate Chamber Account Administrator

7 days ago

Durban, South Africa LexisNexis Full time

**Job Summary**
Job Discipline Description Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints | Resolves customer inquiries and complaints fairly and effectively | Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships | Recommends and implements programs to support customer needs | Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of Disciplines General Profile Requires specialized skills or is multi-skilled developed through job-related training and considerable on-the-job experience Completes work with a limited degree of supervision Recommended Skills Functional Knowledge: Requires skilled in a range of processes, procedures and systems to carry out assigned tasks or has developed deep skills in a single area Business Expertise: Applies knowledge of how the team integrates with other teams to achieve objectives Leadership: Provides informal guidance and support to team members Problem Solving: Provides solutions to atypical problems based on proven practices or procedures Impact: Impacts the quality, timeliness and effectiveness of the team; recommends changes to improve efficiency Interpersonal Skills: Explains job specific information.

**Key Responsibilities**:

- To manage the accurate and timeous monthly invoicing of the various Advocate Chambers in line with their Group Deal contracts, so that all due payments are received within agreed payment terms
- Payments are received monthly from all Chambers that equal the Pro-forma (PF) Invoice
- The Chamber monthly PF invoice is issued on time
- The Chamber monthly invoice is accurate and includes all changes
- Advocates leaving/joining the Chamber
- Updates to amounts due as renewal invoices are issued on PS
- Follow-up on all payments due and confirm payment date
- In case of non-payment, follow-up immediately and resolve all items delaying payment
- The Advocate Group Worksheet reconciles each month end to the PS statement balance
- Complete the Customer Recon worksheet update (Appendix 1)
- Complete the Chamber Worksheet update for the month iro payments, subscription renewals, changes (Appendix 2)
- Identify, investigate and resolve all differences between Chamber Worksheet calculated balance and PS balance
- Resolution may include processing credit notes, updating payment allocations etc
- The program to convert all accounts from annual to monthly billing is achieved each month
- Identify each Chamber to be converted by month (Appendix 3)
- Working with Tammy, finalise the Customer Journey Mapping and confirm that all steps in the process have been considered and are in place
- Complete all the steps to achieve a smooth conversion, include all customer communications, preparing documents of explanation for Chamber administrators, sending summary Excel sheet of monthly billings etc
- Prepare monthly Excel summary, detailing each advocate billed and paid. Reconcile net total by month to PS statement balance

**Core Competencies**
- Follow Through: Keeps to verbal and written agreements
- Intelligence: Learns quickly, demonstrates ability to quickly and proficiently understand and absorb new information
- Attention to detail: Does not let important details slip through the cracks and derail the deal
- Persistence: Demonstrates tenacity and willingness to go the distance to resolve an issue that requires resolution
- Work ethic: Has a track record of working consistently and diligently to get the job done
- Empathetic: Can place themselves in another person's shoes to develop an understanding of the other person's point of view
- Build Rapport: Able to bond with strangers and new customers quickly and effectively

**Preferred Qualifications/Requirements**:

- BCom Accounting
- An in-depth knowledge of billing processes, having completed the work required for chambers in a timeous and effective way

**Desired Experience**:

- Full function accounting
- Computer literacy in MS Office including Outlook, Excel, Word and PowerPoint
- Experience working with Customers such as Advocate and Chamber administrators
- Sales Account Managers ( handling Advocate market )
- Sales Manager/s
- Sales Segment GM
- Customer Service operators and supervisors
- Credit Control

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