Credit Controller - Durban North

Job title: Credit Controller - Durban North

Job Location: KwaZulu-Natal, Durban

Deadline: April 05

Duties And Responsibilities

1. Collections / Handover
   1. Collections on outstanding accounts as per assigned aging.
   2. Following protocol in line with Standard Operating Procedures when dealing with different aging buckets.
   3. Receiving inbound calls / ensuring outbound quality call quota is reached daily / weekly / monthly.
   4. Meeting monthly collection targets and reducing portfolio risk.
   5. Ensure that all payment plans are adhered to.
   6. Escalation and assistance of account related queries (Billing / statements / Payments).
   7. Ensure all debit order returns are dealt with immediately and account payers are contacted to settle arrears and informed of rejection fee.
   8. Ensure follow-ups are done on PTP's (Promise to pay) made on specific dates.
   9. Manage holds on all accounts (current to be removed / arrears to be added).
   10. Ensure suspensions / Handover list are sent to CSCC / NSCC first to be checked before sign-off.
2. Prepare Handover Pack
   1. Prepare handover pack in accordance with check-list and send to CSCC / NSCC for approval and upload.
   2. E-mails / Letters on overdue accounts must be sent at the appropriate time and in accordance with aging bucket.
   3. Detailed notes to be inserted on Excalibur for each account monthly as per assigned Age.
3. Administrations / Customer Service
   1. 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.
   2. Accurate processing of unallocated payments.
   3. Work closely with the admissions team by preparing pro rata calculations on cancellations.
   4. Credit balance investigations and updating status / notes on portal.
   5. Assisting with administration functions as and when required.
   6. Handle account payer / student queries or complaints and provide appropriate solutions and alternatives.
   7. Assisting and dealing with queries via FreshDesk (VC Assist) and walk-ins.
   8. Build sustainable relationships with internal and external stakeholders through open and interactive communication in order to resolve outstanding account queries.
4. Quality Management & Reporting
   1. This will include the evaluation of all other KPA (Key Performance Area).
   2. Items such as quality of work, deadlines met, and query handling will be checked.
   3. Quality of e-mails, calls and letters sent will also be evaluated.
   4. Quality of notes and information saved in Excalibur.
   5. Reports and documents prepared and sent to CSCC / NSCC.