Credit Controller - Credit Controller Finance at MTN

Responsibilities
Operational Processes

•  Work with existing policies, processes and procedures in such a way that operational efficiencies and performance are enhanced, and optimal results achieved.
•  Report and escalate problems through to authority for advice or assistance with required urgency.
•  Prioritise work to ensure WEEKLY & MONTHLY deadlines are met.
•  Ensure workflow continues without interruption.
•  Follow clear and straightforward procedures and instructions to find practical solutions to problems.

Debtors Management

•  Perform all relevant tasks within ENTERPRISE & CORPORATE Collections that support the collections’ objective 
•  Daily Liaison with the Banking Team to allocate Portfolio Cash
•  Weekly Liaison with Billing team to reconcile package disputes & differences
•  Handle disputed accounts and negotiate with customers to bring payment in line with terms.
•  Timely engagement of customers on default payments.
•  Daily handling of diaries, PTP’s, PAR’s, etc.
•  Drafting & issuing of Dunning Letters (1st Letter, 2nd Letter, Final Demand & Legal Handover)
•  Drafting & issuing of unallocated letters to Customers to clear unallocated accounts
•  Internal alignment with the Business Unit on Key Customer Defaults 
•  Suspension of arrears customers with no disputes
•  Full accountability that all accounts allocated is actioned monthly and is collected on.
•  All engagement with customer to be documented with clear and accurate notes on system.
•  All arrangements made for payment must be done within delegation and policy.
•  Ensure Customer contact is recorded and diarized for effective follow up
•  Ensure that resources of time, skills, equipment, and materials are neither wasted nor misused.
•  Prioritise work to ensure daily, weekly & monthly deadlines are met.
•  Escalate problems and queries beyond your control & remain abreast till conclusion
•  Negotiate settlements with Customers & document via ACKNOWLEDGEMENT OF DEBT
•  Hand over relevant bad debt accounts to pre-legal for collections.
•  Prepare and process monthly write-offs.
•  Attend to liquidations, sequestrations and administrations on pre-Legal advice
•  Positively impact cash flow by ensuring the accurate and timely processing of payments of accounts receivable.
•  Accurate allocation of payment to invoices as per remittance received within the billing cycle to ensure accurate customer billing and accounting records.
•  To handle disputed accounts and negotiate with clients to bring payment in line with terms.
•  Produce regular and accurate reconciliations for customers and ensure that payments are affected.
•  Full accountability that all accounts allocated in your book is actioned monthly and is collected on.
•  All engagements and activities with customer must be documented on the core system with clear and accurate notes of update.
•  All communications to customers with attachments must be stored centrally for access to business and ensuring that customer records are kept up to date.
•  All arrangements made for payment, PTP’s, etc. must be done within delegation and policy
•  Debtor’s days must be managed within the agreed targets.
•  Provision of doubtful debt, disputes, etc. must conform to policy and MTN standards.
•  Forecast to be raised weekly & Monthly
•  Maintain relationship with the BU for Query resolution at Account Management level
•  Reconcile Statement Accounts as per customer requests & missing payment

Customer Service

•  Ensure that customer queries are resolved within agreed SLA’s, TAT’s and set guidelines.
•  Attend to walk-in customers to speedily resolve outstanding queries so that payment is made.
•  Arrange Face to face meetings with customers to resolve complex disputes
•  Provide accurate advice and education to customers to ensure adherence to all standards and operating practices.
•  Escalate unresolved queries timeously.
•  Deliver first time right service excellence and display the MTN brand values to customers during all customer interactions.
•  Responsible for escalation and feedback to customers on all issues and matters raised.
•  Maintain customer confidentiality at all times.
•  Liaise with customers to ensure client expectations and service levels are being adhered to regarding billing and maintenance of accounts 
•  To liaise with Sales and have regular contact with clients by agreed mediums. Notify on status of accounts.

Reporting

•  Compile and prepare accurate and quality reports on Top 20 Value & Top 20 arrears
•  Generate reports from the system related to age analysis, cash collections,
•  Prepare Portfolio Forecasting 
•  Prepare Provisions report
•  Prepare Disputed accounts
•  Prepare Bad debt Handover accounts

Quality Control and Standards

•  Reduction and elimination of fraud by ensuring verifications processes and procedures are adhered to.
•  Ensure resolution of queries end to end and deadlines are met.
•  Adhere to quality and operating standards and primary controls, policies and procedures.
•  Query resolution and customer requests to be done accurately and keep customer details and account records up to date.
•  Ensure customer experience is achieved as per the NPS deliverables and within agreed targets.
•  Customer engagement in all forms must prescribe to business standards and professionalism to minimise bad debt and where possible rehabilitate customers.
•  All customer requests must be actioned within the agreed SLA and TAT with absolute accuracy at all times.
•  Promises made to customers and colleagues must be delivered on and completeness of all transactions must be adhered to at all times.
•  Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible.
•  Engage in ad-hoc projects as and when expertise is required.
•  Alert recurring system problems to reduce credit note values.
•  Recommend ways to automate processes and procedures wherever possible.
•  Knowledge sharing to improve team competency.

Qualifications
Education: 

•  Minimum Matric
•  Certificate in Credit Management / Accounting
•  Diploma in Finance or collections or 
•  A national Diploma or higher will be advantageous

Experience:

•  At least 4-5 years’ experience in debt collection environment 
•  2-5 Year Financial intensive reconciliation experience (LARGE CORPORATE ACCOUNTS)
•  2-5 Year Financial intensive reconciliation experience (in EXCESS OF 500-1000 transactions)
•  5 Years Managing LARGE ACCOUNT more than R20m+ Book Value
•  Experience in dealing with 3rd Parties to resolve disputes
•  Experience in dealing with HODS, Executives & other key stakeholders
•  Computer Literacy - Experience at intermediate level - MS Office