Credit Controller (EE) - Port Elizabeth
Requirements:
Collections (End-to-End Process):
- Relevant qualification essential.
- Knowledge of Full Credit Control function.
- Excellent verbal and written communication skills.
- Good Interpersonal skills and customer service driven.
- Analytical and Problem-solving skills.
- Must have sound numerical skills, accuracy, and organised.
- Must be able to produce reports using Microsoft Office.
Collections (End-to-End Process):
- 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 PTPs and outstanding queries in-order to recover payment.
- Manage Holds in line with Aging Bucket (Adding/Removing).
- 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.
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