Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us
Duties and Responsibilities:
Collections/Handover
- Collections on outstanding accounts as per assigned aging.
- Following protocol in line with Standard Operating Procedures when dealing with different aging buckets.
- Receiving inbound calls/ ensuring outbound quality call quota is reached daily/weekly/monthly.
- Meeting monthly collection targets and reducing portfolio risk.
- Ensure that all payment plans are adhered to.
- Escalation and assistance of account related queries (Billing/statements/Payments).
- Ensure all debit order returns are dealt with immediately and account payers are contacted to settle arrears and informed of rejection fee.
- Ensure follow-ups are done on PTP’s (Promise to pay) made on specific dates.
- Manage holds on all accounts (current to be removed/arrears to be added).
- Ensure suspensions/Handover list are sent to CSCC/NSCC first to be checked before sign-off. Prepare handover pack in accordance with check-list and send to CSCC/NSCC for approval and upload.
- E-mails/Letters on overdue accounts must be sent at the appropriate time and in accordance with aging bucket.
- Detailed notes to be inserted on Excalibur for each account monthly as per assigned Age. Relevant contact information and debit order details if applicable must be confirmed and updated.
Administrations/Customer Service
- Prepare documents for adjustments/refunds/transfers/Bursaries/ payment plan changes for approval by Campus Senior Credit Controller/National Senior Credit Controller and action once approved.
- Accurate processing of unallocated payments.
- Work closely with the admissions team by preparing pro rata calculations on cancellations.
- Credit balance investigations and updating status/notes on portal.
- Assisting with administration functions as and when required.
- Handle account payer/student queries or complaints and provide appropriate solutions and alternatives.
- Assisting and dealing with queries via FreshDesk and walk-ins.
- Build sustainable relationships with internal and external stakeholders through open and interactive communication in-order to resolve outstanding account queries.
- Handle account payer/student queries or complaints and provide appropriate solutions and alternatives.
Quality Management & Reporting
- This will include the evaluation of all other KPA (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 also be evaluated.
- Quality of notes and information saved in Excalibur.
- Reports and documents prepared and sent to CSCC/NSCC.
Competencies Required:
- Knowledge of Full Function Credit Control.
- Knowledge of Accounts Receivables/Debit Orders /Bank Statements.
- Excellent verbal and written communication skills, including ability to effectively communicate with internal and external departments.
- Good Interpersonal skills/Customer Service driven.
- Analytical and Problem solving skills.
- Sound numerical skills.
- Best suited to a friendly, organised person who works accurately and is able to handle pressure.
- Honest, trustworthy and ethical.
- Time management skills.
- Ability to produce basic reports using Microsoft Office.
Minimum Qualification Requirements:
- Minimum of Matric, Credit Management / Bookkeeping /Financial qualification advantageous.
Minimum Work Experience Requirements:
- Minimum of 2 years credit control experience.