Please note: this is a talent pool advertisement, and the position is not currently open. While we are not actively recruiting currently, we are building a pool of skilled candidates for future opportunities. By submitting your details, you can be considered when a suitable role becomes available.

Purpose of the Job:

The Collection Controller (Administration), part of the Accounts Receivable team, for a Advtech Group Schools Division, works closely with the Collection Controller, to investigate and resolve discrepancies in payments and accounts received via the Customer Service Tracking System and Excalibur Debt Management system. To support the requirements for Advtech Group Schools Division customer base by proactively identifying potential conflicts and effectively managing and resolving challenges as they arise. They are also responsible for preparing the files and collating the documentation required for pre -legal handovers.

Responsibilities:

Customer Service:

• Monitor FreshDesk for incoming queries and ensure response within defined SLA.
• Provide the requested information to account payers within defined SLA.
• Attend to complaints from Account Payers regarding their billing, statements and or payments ensuring a proper understanding of the inquiry.
• Follow up with Account payers/ parents to ensure resolution of complaints/inquiry so as to maintain stronger customer relationships.

  Query Handling:

• Receive incoming calls relating to accounts from either account payers/ parents or (internal/external customers).
• Investigate unallocated payments, checking the Unallocated bank recon.
• Check statements and respond to account related queries within the SLA.
• Liaise with other departments, or School staff, if necessary, to gather information and provide feedback.
• Monitor progress on Customer Service Tracking System to ensure all customer inquiry information is captured and up to date Investigate and escalate queries that are not resolved to Team Leaders.

Pre- Legal Administration:

• Prepare customer files for legal handover when outstanding debt hasn’t been recovered
• Liaise with staff ,at the School to gather the necessary documentation
• Attend to any queries relating to files and documents from staff or pre-legal team.

Education Requirements:

• Grade 12.

• B- BCom Degree in finance or related field advantage.

Experience Required:

• Experience as a Collections Agent/ Controller or Credit Controller (3 years)
• Shared Service experience (1 year)

Skills/ Competencies:

• Understanding of CPA / Debt Collection Act.
• Communication skill, both verbal and written
• Listening
• Conflict Handling
• Negotiation
• Problem-solving
• Collaboration