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Customer Collections Administrator

Job Description

Role: Customer Collections Administrator

Location: Blagrove, Swindon, SN5

Hours: 9am to 5pm (35 hours per week)

Job Purpose

To administer all processes that form the Collections function, from failed payment through to termination and repossession.

Responsibilities

    • Daily processing of all vehicle related invoices.
  • Assist Customer Collections Manager with weekly payment runs.

  • Immediate customer contact in the event of a failed payment or outstanding debt.
  • Maintenance of the Aged Debt Ledger with constant accurate updates.
  • Accurately updating relevant systems with details of account activity.
  • Negotiation and agreement with customers over failed collections and resulting payment plans.
  • Timely issuing of Dunning letters as required with appropriate planning for follow up actions.
  • Regular reviews of the Aged Debt Ledger with the Customer Collections Manager.
  • Responsibility for ensuring all UK and Ireland vehicles are registered on the HPI database.
  • Close liaison and interaction with all areas of the business to assist in the resolution of issues and ensuring customer satisfaction.
  • Monitor accounts in "Intensive Care" status.
  • Responsibility for all insurance claims, providing regular updates and resolve any issues with insurance company and customer.
  • Assist the Customer Collections Manager with monthly reporting tasks.
  • Ensure the Intercompany accounts are actively managed, and any outstanding invoices are chased until positive resolution.
  • Responsibility for the Insolvency and Repossession process, ensuring all vehicles are sold within strict deadlines.
  • To undertake any ad-hoc requests as required & achieve agreed KPI's.

Required skills & Experience

  • Confident in dealing with staff at all levels of the business
  • Excellent verbal and written communication skills
  • Ability to demonstrate an understanding of Collections techniques
  • Strong Customer Service background
  • A highly organised individual with the ability to work under pressure and to tight deadlines
  • A resilient approach to dealing with difficult customer enquiries.
  • Be able to display strong problem-solving skills
  • Negotiate with customers via the telephone to resolve any ledger issues
  • Attention to detail with a high degree of accuracy
  • Ability to work independently when required but also be a team player
  • Experience in the Commercial Vehicle Leasing Industry is advantageous, but not essential
  • Collections/Credit Control experience is preferable
  • Accounts Payable experience is advantageous

Computer skills

  • Good Microsoft Office with at least Intermediate Excel skills (including VLOOKUPs and pivot tables).
  • Experience with SAP.
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