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.