Position Summary
The Credit & Collections Representative will be responsible for the collection of debt on an allocated portfolio of customers alongside the end-to-end credit management tasks, including the calculation, approval and maintenance of credit limits for new and established customer accounts, and where required, performing regular 'order hold' review and decision making.
The role would suit a candidate with excellent rapport building ability, strong verbal and written communication skills and the ability and passion to achieve critical metrics.
Responsibilities
•Perform checks and evaluate credit limits on new and existing customer accounts within the designated portfolio in line with company policy.
•Carry out necessary procedures to place accounts on hold assigned accounts, and closely monitor them to ensure timely release of orders upon receipt of payment or appropriate evidence.
•Liaise with other departments and communicate credit hold or block decisions to all relevant parties.
•Update core systems manually to accurately reflect credit limits, hold status, etc.
•Proactively contact customers, primarily by telephone, to ensure invoice processing and timely payments have been scheduled.
•Plan and prioritise customer calls regularly to maximise collections on the largest open invoices.
•Review customer accounts on a regular basis and make recommendations to the Team Leader to resolve complex accounts.
•Engage with Sales, Customer Services and Team Leader to resolve problem accounts and determine when accounts should be placed on hold.
•Log, review and monitor customer complaints by liaising with the relevant functions to ensure prompt resolution.
•Allocate credits in consultation with Cash allocation team, Customer Services and customers.
•Consistently meet assigned targets and fulfil Service Level Agreements (SLAs).
•Ensure collection software is updated at all times with regards to actions taken, follow-ups needed, dispute reporting and most recent customer contact details.
•Ensure the performance of all tasks is carried out in accordance with company policies, internal controls and Sarbanes-Oxley requirements.
•Additional tasks may include:
•Assist the cash application team where required (remittance request etc.).
•Assist with the company's e-invoicing process, if relevant.
•Other additional duties or tasks may be assigned periodically by the Line Manager.
Skills & Qualifications Required
Skills
•This position interacts with various levels of internal and external customers, and therefore effective and confident communication skills are required to effectively address issues, provide updates and lead successful customer negotiations.
•Proven attention to detail and accuracy.
•Demonstrated proficiency in collaborating effectively with a wide range of people to achieve common goals.
•Comfortable in a fast-paced environment.
•Strong organisational and time management skills to ensure prioritisation and timely completion of tasks and efficiency in handling multiple responsibilities simultaneously.
•Problem-solving and analytical ability.
Qualifications and Experience
•Fluent in English is required.
•University or College degree / degree in accounting or finance is an advantage.
•Proficiency in Microsoft Office software is required (Outlook, Excel, etc.).
•Relevant software application proficiency is a plus (e.g., Oracle E1, SAP, CForia, etc.).
•General credit control account administration experience is an advantage.
•Previous experience in troubleshooting and resolving transactional issues and interacting effectively with both colleagues and customers is required.
Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
