Fidelity Services Group Accounting / Finance Jobs in North West
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Introduction
Collect on outstanding amounts ensuring good results in: debtors days (DSO), cash collection and reduction of bad debt expense/write off
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;
- Issue letters of demand & suspension to clients in accordance with the collection policy;
- Review the regional suspense accounts on a daily basis 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;
- 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;
- 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);
- 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 on a daily basis;
- 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;
- 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.
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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
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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