Sr. Credit & Collections Representative

• Perform checks and evaluate credit limits on new and existing customer accounts within the designated portfolio in line with company policy. 

• Carry out necessary procedures to place accounts on hold assigned accounts and closely monitor them to ensure timely release of orders upon receipt of payment or appropriate evidence. 

• Liaise with other departments and communicate credit hold or block decisions to all relevant parties. 

• Update core systems manually to accurately reflect credit limits, hold status, etc. 

• Proactively contact customers, primarily by telephone, to ensure invoice processing and timely payments have been scheduled. 

• Plan and prioritise customer calls regularly to maximise collections on the largest open invoices. 

• Review customer accounts on a regular basis and make recommendations to the Team Leader to resolve complex accounts. 

• Engage with Sales, Customer Services and Team Leader to resolve problem accounts and determine when accounts should be placed on hold. 

• Log, review and monitor customer complaints by liaising with the relevant functions to ensure prompt resolution. 

• Allocate credits in consultation with Cash allocation team, Customer Services and customers. 

• Consistently meet assigned targets and fulfil Service Level Agreements (SLAs). 

• Ensure collection software is updated at all times with regards to actions taken, follow-ups needed, dispute reporting and most recent customer contact details. 

• Ensure the performance of all tasks is carried out in accordance with company policies, internal controls and Sarbanes-Oxley requirements. 

• Additional tasks may include: 

• Assist the cash application team where required (remittance request etc.). 

• Assist with the company’s e-invoicing process, if relevant. 

• Train and mentor new employees joining the Order-to-Cash (OtC) Department. 

• Other additional duties or tasks may be assigned periodically by the Line Manager. 

Skills & Qualifications Required: 

• Skills: 

This position interacts with various levels of internal and external customers, and therefore effective and confident communication skills are required to effectively address issues, provide updates and lead successful customer negotiations. 

Proven attention to detail and accuracy. 

Demonstrated proficiency in collaborating effectively with a wide range of people to achieve common goals. 

Ability to work independently in order to resolve complex issues and perform first level escalations. 

Comfortable in a fast-paced environment. 

Strong organisational and time management skills to ensure prioritisation and timely completion of tasks and efficiency in handling multiple responsibilities simultaneously. 

Problem-solving and analytical ability. 

Willingness to train and mentor newcomers. 

• Qualifications and experience 

• Fluent in English. 

• University or College degree / degree in accounting or finance is an advantage. 

• Proficiency in Microsoft Office software is required (Outlook, Excel, etc.). 

• Relevant software application proficiency is strongly preferred (e.g., Oracle E1, SAP, etc.). 

• Previous experience in troubleshooting and resolving transactional issues and interacting effectively with both colleagues and customers is required. 

• Previous 1+ year of experience operating in a fast-paced accounts receivable or customer service function is desirable.