EG - Collections Specialist

Client Relationship Building 

•  Responds to Clients and internal customers through various communication methods satisfying needs promptly and efficiently. 
•  Maintain Client records and escalate matters as required to the State Credit Manager. 
•  Client’s account, administrative and credit matters are understood and championed. 
•  Work with client and other resources to understand the client’s key business processes and independencies and provide solutions compatible with Rentokil Initial offerings. 
•  Work with Rentokil Initial functions to meet customer requirements and provide advice to Sales on contract and credit solutions. 
•  Perform client visits to enhance relationship, seek feedback and identify improvements for the overall account management practises. 
•  Prepare and reconcile spread sheets to support specific account, contract set ups and consolidations. 
•  Engage and educate clients to use electronic payment options. 

•  Map and document the account management process for nominated strategic clients.

  Collections and Credit Control 

•  Makes outbound client collection calls/activity (verbal, non-verbal) utilising collection procedures and policy guidelines to achieve cash flow targets. 
•  Implement collection programs to manage accounts to targeted account profile and ageing standards/targets.
• Identify potential marginal accounts and implement strategies to manage overdue payments and minimise debt exposure. 
•  Maintain client contact records for all account and client interactions. 
•  Manage accounts in conjunction with the State Credit Manager under external appointments through all phases – creditors meetings, proof of debt, disclaimers, termination and equipment collection. 
•  Recommend legal action and prepare checklists and supporting documentations for legal handover. 
• Detailed contact management notes are to be entered into system software to record all contact with customer; the notes must include date, action and commitments. 
•  All issues that are identified during contact with the customer must be resolved and followed up to ensure prompt collection of outstanding amounts. 
•  Prepare and process credit notes that have been investigated and approved by the State Credit Manager, National Credit Manager or Business Manager. 
• Liaise with the State Credit Manager for handling of delinquent accounts that have been approved by the National Credit Manager to be passed to the collections agency.  Prepare documents for bad debt write offs. 
•  Review the branch collection activities and status of outstanding debtors with the State Credit Manager on a weekly basis. Account and Contract Maintenance 
•  Perform account maintenance activities such as general client records updates, account restructures, allocations and cheque refunds 
•  Champion and coordinate contractual changes performed by Rentokil-Initial.  Perform client account reconciliations and coordinate output with the client. 
•  Establish and promote the cross functional team to deliver service excellence - Sales, Operations, Contract Management and Finance. 
•  Work with Sales and key stakeholders on the initial engagement of key accounts and contracts to ensure client requirements are translated and properly set up. 
•  Establish a process flow for key strategic accounts from order entry to invoicing setup and to payment specific to that account.
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