Credit Controller

Description:

• 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.

• 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.

Requirements:

• 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.

• 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.