EG - Collections Specialist
eClerx · Muntinlupa
Client Relationship Building
- Responds to Clients and internal customers through various communication methods satisfying needs promptly and efficiently.
- Maintain Client records and escalate matters as required to the State Credit Manager.
- Client’s account, administrative and credit matters are understood and championed.
- Work with client and other resources to understand the client’s key business processes and independencies and provide solutions compatible with Rentokil Initial offerings.
- Work with Rentokil Initial functions to meet customer requirements and provide advice to Sales on contract and credit solutions.
- Perform client visits to enhance relationship, seek feedback and identify improvements for the overall account management practises.
- Prepare and reconcile spread sheets to support specific account, contract set ups and consolidations.
- Engage and educate clients to use electronic payment options.
Map and document the account management process for nominated strategic clients.
Collections and Credit Control
- Makes outbound client collection calls/activity (verbal, non-verbal) utilising collection procedures and policy guidelines to achieve cash flow targets.
- Implement collection programs to manage accounts to targeted account profile and ageing standards/targets.
- Identify potential marginal accounts and implement strategies to manage overdue payments and minimise debt exposure.
- Maintain client contact records for all account and client interactions.
- Manage accounts in conjunction with the State Credit Manager under external appointments through all phases – creditors meetings, proof of debt, disclaimers, termination and equipment collection.
- Recommend legal action and prepare checklists and supporting documentations for legal handover.
- Detailed contact management notes are to be entered into system software to record all contact with customer; the notes must include date, action and commitments.
- All issues that are identified during contact with the customer must be resolved and followed up to ensure prompt collection of outstanding amounts.
- Prepare and process credit notes that have been investigated and approved by the State Credit Manager, National Credit Manager or Business Manager.
- Liaise with the State Credit Manager for handling of delinquent accounts that have been approved by the National Credit Manager to be passed to the collections agency. Prepare documents for bad debt write offs.
- Review the branch collection activities and status of outstanding debtors with the State Credit Manager on a weekly basis. Account and Contract Maintenance
- Perform account maintenance activities such as general client records updates, account restructures, allocations and cheque refunds
- Champion and coordinate contractual changes performed by Rentokil-Initial. Perform client account reconciliations and coordinate output with the client.
- Establish and promote the cross functional team to deliver service excellence - Sales, Operations, Contract Management and Finance.
- Work with Sales and key stakeholders on the initial engagement of key accounts and contracts to ensure client requirements are translated and properly set up.
- Establish a process flow for key strategic accounts from order entry to invoicing setup and to payment specific to that account.