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Financial Recovery Expert

1 week ago

Durban, KwaZulu-Natal, South Africa Fidelity Services Group Full time

Job Description

We are seeking a highly skilled Financial Recovery Expert to join our team at Architectural Services. As a key member of our financial recovery team, you will be responsible for collecting outstanding debts from clients, ensuring timely payments and maintaining good relationships with customers.

About the Job

  • Credit Controller: This role involves collecting on outstanding ADT amounts to ensure good results in debtors days (DSO), cash collection and reduction of bad debt expense/write off.

Key Responsibilities

The successful candidate will have a strong understanding of credit management principles and be able to work independently with minimal supervision. Key responsibilities include:

  • Contacting clients with due or overdue amounts to obtain payment for arrears.
  • Recording notes resulting from outbound calls to clients in the Listener system.
  • Ensuring that the minimum number of prescribed collection calls are achieved daily.
  • Capturing debit order resubmissions in the Listener system.
  • Verifying client information in the Listener system when making contact with clients.
  • Converting clients from printed communication to electronic communication.
  • Obtaining commitment from clients to settle their overdue accounts within the shortest possible period of time.
  • FOLLOWING UP ON CLIENT PAYMENT COMMITMENTS.
  • ISSUING LETTERS OF DEMAND & SUSPENSION TO CLIENTS IN ACCORDANCE WITH THE COLLECTION POLICY.
  • REVIEWING REGIONAL SUSPENSE ACCOUNTS ON A DAILY BASIS TO IDENTIFY AND TRANSFER CLIENT PAYMENTS NOT YET ALLOCATED TO THE CORRECT ACCOUNT.
  • REQUESTING THE SUSPENSION OF OVERDUE ACCOUNTS WHERE THE PRESCRIBED NUMBER OF CALLS AND/OR COMMUNICATION HAS BEEN COMPLETED.
  • UNDERSTANDING AND COMMUNICATING COMPANY POLICIES, COLLECTION POLICIES & SERVICE-SPECIFIC INFORMATION TO CLIENTS.
  • IDENTIFYING THE NATURE OF CLIENT QUERIES, RECORDING THE QUERIES IN THE LISTENER SYSTEM (AND/OR QUERY MANAGEMENT TOOL) & RE-DIRECTING THE QUERIES TO THE RELEVANT DEPARTMENT/PERSONNEL FOR RESOLUTION WHERE THE QUERY DOES NOT PERTAIN TO THE CREDIT CONTROL FUNCTION.
  • ENSURING THAT ALL FORWARDED QUERIES ARE RESOLVED BY THE RELEVANT DEPARTMENTS THROUGH CONSTANT FOLLOW-UP IN ORDER TO OBTAIN PAYMENT FROM CLIENTS.
  • FORWARDING, ELECTRONICALLY OR PRINTED, COPIES OF CLIENT INVOICES, STATEMENTS & OTHER RELEVANT DOCUMENTATION AS REQUESTED BY THE CONTACT CENTRE OR BY THE CLIENT DIRECTLY.
  • ADDRESSING AND RESOLVING 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).
  • COMMUNICATING THE OUTCOME OF THE RESOLVED QUERY TO CUSTOMERS (BOTH INTERNALLY & EXTERNALLY).
  • PREPARING VARIOUS ADMINISTRATIVE DOCUMENTS INCLUDING: CREDIT NOTE REQUESTS, TRANSFER OF FUNDS, CLIENT REFUNDS REQUESTS, MASTER DATA AMENDMENTS, ETC. (ELECTRONICALLY AND/OR WRITTEN).
  • ENSURING THAT ALL OFF-SETTING OF RECEIPTS & CREDIT NOTES/DEBIT NOTES IS ACCURATELY PROCESSED ON A DAILY BASIS.
  • RECONCILING (WHERE NECESSARY) ACCOUNTS WITH CREDIT BALANCES ESTABLISHING THE REASON FOR THE CREDIT BALANCE AND MAKING THE NECESSARY ADJUSTMENTS (REFUNDS OR TRANSFERS).
  • ENSURING INDIVIDUAL & DEPARTMENTAL COLLECTION & BAD DEBT PROVISION TARGETS ARE CONSISTENTLY ACHIEVED.
  • MAINTAINING A HIGH STANDARD OF CUSTOMER SERVICE, CLIENT COURTESY & PROFESSIONALISM WHEN INTERACTING WITH CLIENTS.
  • PARTICIPATING IN VARIOUS AD-HOC PROJECTS WITHIN THE CREDIT CONTROL DEPARTMENT.
  • ENSURING A HIGH STANDARD OF HOUSEKEEPING AT ALL TIMES.

Requirements

To be successful in this role, you will need to possess the following skills and qualifications:

  • 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.