Credit Control Team Leader

7 days ago

Norfolk, Virginia, United States 3m Full time

OBJECTIVE OF ROLE
To support the Associate Director and Credit Control Manager in Client Accounts by:

  • Supervising a team within the credit controllers based in Norwich ensuring that work is fairly distributed and consistently performed.
  • Ensuring client collection targets are met and that accurate and timely reporting in accordance with agreed client deliverables is sent to external/internal clients.

TEAM STRUCTURE

Part of the Credit Control team of 54, which comprises of 47 Credit Controllers, 6 Team Leaders and 3 Credit Control Managers who are supported by the Tenant Collections Lead.


ACCOUNTABILITIES

  • Actively manage team members workloads and liaise with the Credit Control Manager on a regular basis.
  • To assist the Manager in the recruitment, training, retention and motivation of the team in order to develop commitment and high performance.
  • Responsibility for the six monthly performance appraisals of the team.
  • Assisting in the management of development plans, poor performance and disciplinary issues.
  • Liaise with all departments to ensure KPIs are achieved and aim to exceed expectations.
  • Chase tenants proactively by telephone, fax, email or letter to recover outstanding sums, and record all communication on the relevant accounting system.
  • Have regular meetings with surveyors and clients providing comments on arrears.
  • Prepare reports to clients in the agreed formats to the agreed timelines.
  • Liaise with and support Surveyors on the portfolio, acting on requests and providing information in a timely manner.
  • Liaise with Cashiering team over allocation of funds.
  • Monitor collection rates and historic arrears to ensure that all management agreement targets are met.
  • Instruct bailiffs, where approved by the relevant client.
  • Instruct solicitors as appropriate.
  • Recommend write-offs/provisions
where appropriate.

  • Resolve tenant queries.
  • Attend internal and external meetings as required.
  • Work with Compliance to ensure procedure guides are up to date.
  • Work with the team to ensure there are no backlogs of work.
  • Ensure strong communication links are established and maintained with the client accounts managers and team.
  • Identify and suggest improvements to standardise, streamline and simplify working procedures.
  • Effectively manage risk by complying with Company and legislative procedures and controls, including ISAE3402. Identify problem areas and escalate issues promptly.
  • Any other accounting duties necessary to ensure the efficient running of the portfolio.

REQUIRED QUALIFICATIONS AND EXPERIENCE

  • Experience of supervising and performance managing staff preferred.
  • Must be organised, able to multi-task and have the ability to supervise a team with a heavy volume of work in a pressured environment.
  • Previous credit control experience desirable.
  • Excellent Excel skills, to pivot table, VLookup level.
  • Good interpersonal and communication skills.
  • Diplomatic in resolution of issues with third parties.
  • Must be flexible and able to work under pressure, multi task and effectively prioritise.
  • Organised and able to work to detail and to deadlines.
  • Able to apply common sense.
  • Committed to improving client service levels.

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For additional details please see our career site pages for each country.

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