Aged Debt Supervisor

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