Financial Collector Professional
6 days ago
The successful candidate will be accountable for:
- Collections on outstanding accounts as per assigned aging report.
- Following protocol in line with Standard Operating Procedures (SOP) when dealing with different account aging buckets.
- Receiving inbound calls/ensuring outbound quality call quota is reached daily/weekly/monthly.
- Meeting monthly collection target and reducing portfolio risk (High Risk Accounts (90-120D).
- Ensure all payment plans are adhered to.
- Escalation and assistance of account related queries (Billing/Statements/Payments).
- Ensure Debit Order return process is followed.
- Follow-up on Broken PTP's and outstanding queries in order to recover payment.
- Manage Holds in line with Aging Bucket (Adding/Removing).
- Students must be suspended for non-payment after 90 days. List to be prepared and Escalated to Senior to action.
- Accounts must be handed over to Pre-Legal after 120 days. Handover checklist to be completed and escalated to Senior to action.
- All communication must be done in line with Standard Operating Procedures (Type and Time).
- Detailed notes to be placed on Excalibur (Collection System) for all allocated accounts.
- Prepare documents for Adjustments/Refunds/Transfers/Bursaries/Payment Plan change for Campus Senior/National Senior.
- Accurate processing of unallocated payments to be reviewed by National Senior.
- Work closely with admission team to resolve cancellation queries and close loop with customer.
- Credit Balance investigation.
- Updating Notes on Excalibur.
- Handle account queries or complaints and provide appropriate solution and alternatives.
- Assisting and dealing with queries via IIE Assist (Freshdesk) and walk-ins when based at campus.
- Build sustainable relationships with internal and external stakeholders through open and interactive communication in order to resolve outstanding account queries.
- Evaluation of all Key Performance Area. Items such as quality of work, deadlines met, and query handling will be checked.
- Quality of e-mails, calls and letters sent will be evaluated.
- Quality of notes and information saved in Excalibur.
- Reports and documents prepared and sent to Campus Senior/National Senior will be audited.
- Knowledge of Full Credit Control function
- Excellent Verbal and written communication skills
- Good Interpersonal skills
- Customer service driven
- Analytical and Problem-solving skills
- Sound numerical skills
- Organized person who works accurately and able to handle pressure
- Honest, trustworthy, and ethical
- Time management skills and able to produce reports using Microsoft Office.
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