Duties and Responsibilities:

Collections/Handover

• Collections on outstanding accounts as per assigned ageing. 
• 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. First priority is to re-activate rejected debit order.
• 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 ageing 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/Natinal 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 (VC Assist) 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 compliants 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.   

Minimum Qualification Requirements:

• Minimum of Matric, Credit Management / Bookkeeping /Financial qualification advantageous.

Minimum Work Experience Requirements:

• Minimum of 2 years credit control experience.