Posted on: 04 December 2023
ID 894425

COLLECTIONS AND CASH APPS LEAD

Dreaming big is in our DNA. Its who we are as a company. Its our culture. Its our heritage. And more than ever, its our future. A future where were always looking forward. Always serving up new ways to meet lifes moments. A future where we keep dreaming bigger. We look for people with passion, talent, and curiosity, and provide them with the teammates, resources and opportunities to unleash their full potential. The power we create together when we combine your strengths with ours is unstoppable. Are you ready to join a team that dreams as big as you do?

The key purpose of this role is to provide quality customer service to both internal and external customers, ensuring that credit queries are resolved according to required practices and within defined SLAs, and to ensure that regular payment allocations take place, and effectively manage the Credit team's key performance metrics, provide relevant and timeous information to key Stakeholders.

Key outputs and responsibilities:
  • Generating Daily Allocation targets and setting allocation expectations for each team member
  • Manage collections for all manual allocation accounts, contact customers directly for payment
  • Setting and delivering quality management action plans for the Customer Credit Consultants
  • Accountable for the achievement of First Contact resolution targets as a team
  • Providing training on credit policies and processes to team members
  • Conduct regular performance feedback sessions with teams
  • Ensure adherence of direct reports to business processes, SLA's
  • Ensure that teams have the appropriate skills to meet customer requirements (adequate language mix)
  • Effectively manage internal call transfers to specialists or escalated tiers
  • Provide on the phone support in exceptional circumstances, such as when a customer requests to speak to a manager
  • Resolve customer statement queries by performing a reconciliation, updating the customer information or escalating the issue to relevant parties
  • Review and approve Journals for collateral movements, transfers between accounts, discounts granted not earned, One time vendors and others
  • Generate, understand and interpret reports required by key stakeholders
Profile:

Education
  • Matric
  • National Diploma in Credit Management or equivalent and/or working towards acquiring a BCom/Finance Degree/Bookkeeping Diploma
  • May not be under Debt Review
Experience
  • minimum 2 years credit control supervisory experience
  • A good understanding of NCA requirements and of the acknowledgement of Debt under Section 129
  • Fluent in English and another official South African language (preferably Afrikaans, isiZulu and/or Sesotho
  • Proven proficiency with Microsoft Office Suite including advanced Excel skills and intermediate PowerPoint
  • Excellent customer interaction skills and telephone etiquette, with the ability to work towards strict deadlines and effectively manage time.
  • Strong attention to detail is a must
Reporting structure:

Direct reports (solid line):
  • 8
Dotted line reports:
  • None
Additional information:

Band: VIII

SAB is an equal opportunity employer and all appointments will be made in-line with SAB employment equity plan and talent requirements. We are a company that promotes gender equality. Internal applicants require Line manager approval. Please note that only short-listed applicants will be contacted.

The advert has minimum requirements listed. Management reserves the right to use additional/relevant information as criteria for short-listing. Interested candidates who meet the above specifications may apply no later than the closing date.
Occupation:
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