Credit Controller

Purpose of the Job

This role is responsible for the on time collection of outstanding balances.

• Responsible for the follow-up and coordination necessary to ensure that all unresolved/unpaid debits and credits on a customer's accounts receivable are worked to conclusion with payment or internal adjustments regardless of how these items occur.
• Recognize root-cause debt collection issues and initiate corrective action.
• Working closely with internal and external stakeholders to ensure that the overdue percentage is kept to a minimum."

Key Result Areas :Main Activities and Responsibilities

Accounts Receivable Management

• Ensure that customer debts are collected in line with contracted payment terms.
• Follow up with customers through dunning letters, statement of accounts, email reminders and phone calls.
• Make proactive calls to predefined customers to ensure that potential issues are identified at an early stage.
• Able to set collection priorities based on customer risk profiles and amount past due. Must be knowledgeable of all different customer payment processes - specifically automated methods.
• Must match payment terms to customer payment habits while maintaining standards for business segment.
• Negotiate pay-plans and ensure that pay-plans are signed off by the relevant authority.
• Ensure customers are part of the automated dunning run and request approval to exclude from dunning in case required.
• Ensure all debits and credits on a customer's accounts receivable statement of account is worked to conclusion with payment or internal adjustments.
• Reconciliations are up to date and that write-offs (escheatment where applicable) are part of the monthly cycle of activities.
• Provide remittance advices to the Cash application team and ensure customers pro-actively share the remittances."

General

• Prepare regular reporting and share with the AM’s.
• Regular communication with AM’s and Sales Support to resolve issues/disputes on customer accounts.
• Keep up-to-date on issues by attending regular discussions with the Credit analysts and Sales teams.
• Provide up to date status of the account, and address any queries from customers
• Acknowledge receipt of complaint with customer, investigate and resolve the complaint.
• Identify opportunities to improve processes and bring up via the appropriate channels."

Special Challenges

Have the ability to meet or discuss with customers over the telephone, issues concerning non-payment of debts whilst still trying to maintain our relationship wherever possible. The ability to negotiate effectively is required, together with strong, but firm interpersonal skills. Must be comfortable in managing difficult and emotional interactions. Relationships are key to effectiveness, both internal and external customers.

Key Competencies (Aligned with ECF)

Builds Relationships

Establishes rapport with others on the team and across teams.

Works effectively with others to get work done.

Handles difficult situations, minimising conflict.

Treats all individuals with respect."

Collaboration and Teamwork

Encourages cooperation between all members of the team.

Identifies and removes barriers to team performance.

Helps people to resolve conflict.

Identifies ways for further collaboration across teams.

Seeks team members’ input and expertise; facilitates open and interactive discussion of matters affecting the team.

Takes Initiative

Independently addresses unexpected situations.

Confident in taking action and removing obstacles to action.

Can be counted on to follow through on actions.

Encourages others to take their own initiative when faced with a problem.

Provides appropriate amount of information, resources and support without undermining the individual’s full ownership of objectives and their success.

Inspires and Motivates Others to High Performance

Brings to the group a high level of energy and enthusiasm.

Supports others when they go the extra mile.

Takes time to understand individuals holistically, i.e. what is important to them both at work and outside of work.

Fosters a supportive environment where appropriate coaching, training and development and other resources are provided to increase the competence, morale and confidence of team members."

Communicates Powerfully and Prolifically

Provides clear instructions and direction to others.

Is able to both actively listen to and effectively question to understand another’s viewpoint.

Helps others understand situations by communicating business context.

Technical and Professional Expertise

Applies a detailed understanding of own work and relates effectively to overall business context.

Can be depended upon by manager and peers for technical or professional advice.

Delivers within own role to make an important contribution to the team.

Is able to resolve technical issues or questions quickly and effectively."

Champions Change

Understands and applies change management methodology to change initiatives.

Looks for ways to improve own work processes.

Plans ahead to prepare for changes that may affect the business or team.

Maintains a positive outlook in the face of a changing environment.

Is able to clarify how changes affect individual, team and wider division.

Actively seeks out ways to continually improve team activities."

Education, Knowledge, Skills And Experiences (and Any Other Requirements)

• Must have credit control or accounts receivable experience.
• This role requires a results driven, focused team player, with good communication skills and strong drive.
• The ability to work under tight time pressure whilst still maintaining high standards of work.
• Have credibility and be able to negotiate with customers over the telephone whilst valuing the customer relationship wherever possible & be able to support the sales organisation in debt collection matters.
• Must be fully experienced in multi-tasking while keeping key priorities in focus.
• Proficiency in Microsoft Excel, Word and Outlook

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