Aged Debt Supervisor
Bournville, West Midlands
6 Month Contract
£20.35 per hour
Responsibilities:
* Hold weekly ledger reviews with Collections Executives to review outstanding debt, offering guidance and support to resolve complex queries
* Support Collections Executives with customer contact escalations, this will involve customer phone calls, emails and on occasions face to face to recover monies owed
* Conduct Overdues/Invalids meetings with Commercial
* Conduct daily and ad-hoc Overdues meetings with the Back Office, guide and support in driving actions to ensure timely customer payments are received
* Arrange ad-hoc meetings with key stakeholders to ensure required actions have been completed ahead of communications to the customer
* Assist / co-ordinate in the prompt resolution of customer queries during the collections cycle
* Undertake analysis of Root Cause Code in the Dispute Management System (DMS) to recognise common issues / trends
* Liaise with internal stakeholders to drive a reduction in future claims based on Root Cause findings
* Identify potential customer risks / behaviours and escalate to Credit Risk Analyst
* Ensure Collections Executive is adhering to defined SLAs within the collection process, and maintaining DMS Dispute Case data daily ("Housekeeping"), if not, identify root cause and take actions to resolve
* Increase capability/upskill the Collections Executive through training, mentoring and coaching
* Adopt a Customer Service-Orientated approach to build and maintain positive relationships with customers and internal stakeholders
Main purpose of the role:
* Responsible for a portfolio of customers with invalid claims and/or overdue invoices for which payment needs to be obtained
* Lead a team of two Collections Executives and work closely with Back Office, offering guidance on required actions and support with complex customer queries to aid in timely repayments
* High levels of collaboration amongst various internal and external stakeholders
* Expectation of root cause analysis to understand and improve customer behaviours
Qualifications:
* A desire to drive your future and accelerate your career and the following experience and knowledge:
* Credit control experience
* Expert in financial / ledger analysis
* High-level SAP competence
* Experience in a fast-moving consumer goods or consumer packaged goods company
* Proficient organisational, prioritisation and time management skills
* Strong numerical, analytical and logical reasoning skills
* Experience of working within a customer facing role
* Experience in an Order to Cash environment
* Advanced knowledge of MS Office Applications, particularly Excel
* Able to identify and remove barriers to enable team success
* Ability to coach and lead others
* Effective Business Partnering
* Conflict and Relationship Management
