Debt Collection

• Follow set down business processes, credit policies & procedures to enhance collection (GSM & Non-GSM) including individual post paid
• Compliance to collection tool kit – ensure total adherence to the collection guidelines.
• Focus on collection of due amounts
• Account reconciliation and dispute resolution/ clean up
• Outbound tele-calling collection (manual & via the auto dialer)
• Zero bad debts – ensuring no spillover of debts to over 90days bucket
• Aggressive collection engagement with customer through cheaper and customer centric modes of intervention (SMS and emails etc.)
• Ownership & execution of barring/unbarring process & reporting (dunning policy)
• Ensuring adherence of P2P as per dunning policy
• Ensure all customer paid amount has been allocated & booked
• Un barring of A/C upon payment
• Customer usage account management
• Ensuring correct credit limit in new and existing customers
• Monthly visitation of top customers

Bad Debt

• Systematic collection of debt from all aged buckets
• Ensuring no spillover of debts to over 90days column (zero bad debts)
• Emphasis on collection from the recovery bucket
• Collection efficiency from early bucket

Adherence to business processes & credit monitoring policies

• Dunning Policy – Strict adherence to dunning process and activity matrix. Use of SMS & email payment reminder letters as means of reaching the customer efficiently and effectively before service interruption
• Credit Limit Setting – Policy ensure new and existing customers have credit limit as per the business rules (per segment)
• Credit management process
• Fraud management process
• Pre-bill process
• Bill delivery, Bill return process

External stakeholder management

• Training & capability development partner
• 3rd party business alliances
• Credit reference bureaus & debt collectors

Develops strong customer relationships strategies

• Managing relationship team to ensure sensitivity to the customer’s needs, concerns, and emerging requirements.
• Assist management in devising retention strategies
• Monthly visitation of top customers
• Attend to customer’s enquiry and provide customers with the relevant advice and solution
• Ensuring tracking of contracts (expired & about to expire)

Communication

• All GSM & Non-GSM to have correct contact key person details at billing system (for e-bill delivery & dunning notification)
• Contact customers to remind customers of payment schedule and obtain relevant payments
• Ensure customers are reminded to pay before dunning intervention as per defined dunning process

Reporting

• Review of Daily Ageing analysis
• Timely and reliable customer data/ reports for collection planning (aging reports & bill generation reports)
• Prepare/reviewing of Collection reports
• Prepare Payment reports
• Post-paid customer e-bill delivery reports & physical bill delivery on time.

• A university degree in Commerce and Accounting or Advance Diploma in Accountancy
• At least 3 years’ experience in credit control or financial accounting of a dynamic business industry preferably telecommunications or banking sector.
• Sound knowledge of the Computer IT Administration Software, especially Sun Accounting System and Excel.
• Aggressive and able to influence.
• Ability to establish relationships with decision makers to increase collections
• High level of communication skills and negotiation power