Credit Controller: Dealers

1 week ago

Cape Town, South Africa Fidelity Services Group Full time

**Main Purpose of the role**

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

**Minimum Requirements**
- Matric
- Credit Management or Finance related qualification
- 2-3 Years Collections experience in a high volume consumer environment
- Strong knowledge of Microsoft Office & Excel
- Working knowledge of LSN and SAP
- Strong People & Communication skills

**Job Specification**
- 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.
- Review the regional suspense accounts daily 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.
- (Time limit as directed by management)
- 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.
- (Weekly & Monthly statements to be send by Agents (This is critical)
- 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).
- (It is critical that all call is always answered and agents available)
- 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 daily.
- 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.
- Send weekly reports to supervisors of problem customers for assistance.
- All agents to ensure that all customer details are updated while they are busy with the
- Customer telephonically, to ensure our data base information are accurate and current.
- All credit notes to be mailed to legal for authorisation (please make sure all documents and motivation are attached on schedule for approval)
- All transfers to be mailed to legal for authorisation (please attach copies of invoices)
- Supply reason for transfer and details of account we it is moved to)
- Allocations to be done on a daily basis and suspense account to be followed up\
- And cleared as quickly as possible to avoid accounts being in arrears whilst payments.
- Are lying in suspense account.
- Weekly reports on the following will be expected:

- Credit notes.
- Technical issues sorted out.
- Transfer transactions.
- Collections per department on EFT and Debit orders.
- Cancellation report.
- 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.

**Skills and behavioural competencies**
- 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
- Resilient

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