Debt Recovery Expert Gqeberha

6 days ago

Port Elizabeth, Eastern Cape, South Africa Staff Solutions Full time
Role Description

As a Credit Controller, you will play a crucial role in ensuring that our clients' accounts are up-to-date and their financial obligations are met.

Responsibilities
  • 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.
Requirements
  • 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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