Credit Controller – Credit Controller.Finance

MTN GROUP HUMAN RESOURCES

JOB PROFILE

(2022/05/06)

Title of job: Credit Controller

N umber of subordinates:
MTN Job Level: 1

Location of the job:
Johannesburg, SA

Solid Reporting Line:
Supervisor Collections

Dotted Reporting Line:
N/A

Mission/Core purpose of the Job

This position is responsible for executing on relevant mandates and collections processes to enhance cash flow, maximize collections, minimize bad debt and build relationships with external and internal clients through effective resolution of account queries and efficient collection of payments due to MTN.

The role will focus on Collections and all related administration related to collections

2. Context (Global influences, environmental / industry demands, organisational mission etc.)

Organisational Mission

MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success. To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life.

Global Influences / Environmental & Industry Demands

Highly dynamic and fluctuating Telecommunications industry

Highly competitive market with new and established competitors

Fast moving industry

Legislative changes

Legal parameters set by the insurance industry

Rapid pace of digitalization

Prevailing economic pressures affecting staff and customers

Fluid complexities of customer expectations and demands

Prevailing economic pressures affecting staff and customers

Fluid complexities of customer expectations and demands

3. Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA’s)

Operational Processes

Work with existing policies, processes and procedures in such a way that operational efficiencies and performance are enhanced, and optimal results achieved.

Report and escalate problems through to authority for advice or assistance with required urgency.

Prioritise work to ensure deadlines are met.

Ensure workflow continues without interruption.

Follow clear and straightforward procedures and instructions to find practical solutions to problems.

Debtors Management

Perform all relevant tasks within Collections that support the collections’ objective (incl, but not limited to Inbound, Outbound, Legal, Admin, corporate/wholesale).

Handle disputed accounts and negotiate with customers to bring payment in line with terms.

Timely execution of high usage reports.

Timely engagement of customers on default payments.

Daily handling of diaries, PTP’s, PAR’s, etc.

Full accountability that all accounts allocated is actioned monthly and is collected on.

All engagement with customer to be documented with clear and accurate notes on system.

All arrangements made for payment must be done within delegation and policy.

Ensuring that the customer call cycle is strictly adhered to and achieved.

Ensure inbound and outbound answer rate and service levels, AHT and compliance are achieved.

Ensure that resources of time, skills, equipment and materials are neither wasted nor misused.

Prioritise work to ensure deadlines are met.

Ensure tools and equipment are utilised in the correct way.

Escalate problems and queries of a more serious nature.

Attend to settlement negotiations from customers and attorneys.

Hand over relevant bad debt accounts to third parties for collections.

Prepare and process monthly write-offs.

Manage active accounts in legal department.

Prepare and submit claims on deceased estates.

Attend to liquidations, sequestrations and administrations.

Prepare invoices for third parties.

Positively impact cash flow by ensuring the accurate and timely processing of payments of accounts receivable.

Accurate allocation of payment to invoices as per remittance received within the billing cycle to ensure accurate customer billing and accounting records.

To handle disputed accounts and negotiate with clients to bring payment in line with terms.

Produce regular and accurate reconciliations for customers and ensure that payments are affected, and these are stored centrally for ease of access.

Timely execution of high-risk usage reports to reduce the exposure to MTN and customer.

Full accountability that all accounts allocated in your book is actioned monthly and is collected on.

All engagements and activities with customer must be documented on the core system with clear and accurate notes of update.

All communications to customers with attachments must be stored centrally for access to business and ensuring that customer records are kept up to date.

All arrangements made for payment, PTP’s, etc. must be done within delegation and policy

Debtor’s days must be managed within the agreed targets.

Provision of doubtful debt, disputes, etc. must conform to policy and MTN standards.

Customer Service

Ensure that customer queries are resolved within agreed SLA’s, TAT’s and set guidelines.

Attend to walk-in customers to speedily resolve outstanding queries so that payment is made.

Provide accurate advice and education to customers to ensure adherence to all standards and operating practices.

Escalate unresolved queries timeously.

Deliver first time right service excellence and display the MTN brand values to customers during all customer interactions.

Responsible for escalation and feedback to customers on all issues and matters raised.

Maintain customer confidentiality at all times.

Liaise with customers to ensure client expectations and service levels are being adhered to in regard to billing and maintenance of accounts

Reconcile Billing Accounts as per customer requests.

Timely notification to customers and channel on items identified that may impact the customer and pro-active approach to resolve these items.

To liaise with Sales and have regular contact with clients by agreed mediums. Notify on status of accounts.

Reporting

Compile and prepare accurate and quality reports from data provided, using set templates.

Generate reports from the system related to age analysis, cash collections, forecasts, provisions for bad debts.

Quality Control and Standards

Reduction and elimination of fraud by ensuring verifications processes and procedures are adhered to.

Ensure resolution of queries end to end and deadlines are met.

Adhere to quality and operating standards and primary controls, policies and procedures.

Query resolution and customer requests to be done accurately and keep customer details and account records up to date.

Ensure customer experience is achieved as per the NPS deliverables and within agreed targets.

Customer engagement in all forms must prescribe to business standards and professionalism to minimise bad debt and where possible rehabalitate customers.

All customer requests must be actioned within the agreed SLA and TAT with absolute accuracy at all times.

Promises made to customers and colleagues must be delivered on and completeness of all transactions must be adhered to at all times.

Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible.

Engage in ad-hoc projects as and when expertise is required.

Alert recurring system problems to reduce credit note values.

Recommend ways to automate processes and procedures wherever possible.

Knowledge sharing to improve team competency.

4. Job Requirements (Education, Experience, and Competencies)

Education:
Minimum Matric

Diploma in Finance or collections or

A national Diploma or higher will be advantageous

Experience:
At least 2 years’ experience in debt collection environment OR sales/ contact centre environment

Minimum 1 year’s administrative experience

Computer Literacy – Experience at intermediate level – MS Office

Competencies:
Head – Big Picture Focus (20)

Conceptual Thinker – Executes tactical plans to achieve strategic requirements.

Problem Solver – Has the mental agility to identify and solve relevant business challenges.

Improvement Driver – Executes and identifies opportunities for commercial innovation and continuous improvement .

Heart – Emotionally Intelligent (30)

Culture and Change Champion – Role models practices by living the MTN values and vital behaviours for others to follow.

Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential.

Relationship Manager – Builds professional networks across teams through collaboration and co-operation.

Hands – Results Focused (40)

Results Achiever – Produces sustainable business results.

Operationally Astute – Sets priorities, plans, organises and co-ordinates the work of others.

5. Authorities

As per Delegation of Authority (DoA).

6. Collaboration (Formal and Informal Relationships)

Responsibility towards:
Key customers: Internal stakeholders and External customers

Key suppliers: External Debt Collectors, Insurers, Attorneys, Banks, Auditors, Credit Bureaus