Position Description

Credit Controller

Position Summary

As a Credit Controller, you will report directly to the Financial Accountant. It is your responsibility to meet per period collections targets, minimise bad debts, maximise Capital Group’s cash flow as well as effectively manage administration tasks as detailed within.

You are required to plan, organise and prioritise your ledgers each period to ensure that your collection targets are achieved each period, whilst adhering to the No Business (“NBUS”) Standard Operating Procedure. You must also attend to client queries and resolve issues by educating the client; or raising Administration Adjustment Forms, where required and in a timely fashion, to receive payment from clients within our trading terms.

1.    Key Responsibilities and Tasks

1.1    Performance measures and key performance indicators

• You must ensure that you meet the following performance measures and Key Performance Indicators (KPI):

1.2    debt collection, invoicing and reconciliation

• You must use the telephone system for the purpose of completing work-related tasks and must accept all incoming calls to your direct telephone line without delay
• Plan, organise and prioritise your client ledger each period to maximise accounts receivable
• Achieve the per period collection targets as directed by your Manager
• Collect revenue within clients’ trading terms, ensure that clients do not exceed their trading terms  and ensure that you comply with the NBUS policy
• Achieve the collection target each period as advised by your Manager
• Minimise bad debts and maximise Capital Transport Group’s cash flow by making telephone calls and sending emails to clients to ensure that their trading terms are met
• If applicable, prepare and distribute client invoices no later than the day after end of period close-off
• Contact all clients that have outstanding invoices or small balances
• Prepare client account reconciliations as required to facilitate payments
• Send final demand letters to clients as required
• Ensure all correspondence between clients and co-workers are noted in the client’s financial notes in the Transport Management System (“TMS”)
• Escalate overdue accounts without delay to the Financial Accountant for Bad Debt or solicitor referral
• Update your Manager with client credit queries, money outstanding and client disputes as required

1.3    client enquiries

• Ensure all client communications and enquiries are:
  • Addressed to acknowledge receipt without unnecessary delay and, in any event, within 48 to 72 hours; and
  • Completed or resolved within two weeks of receipt or, if appropriate, escalate the client enquiry to the relevant Account Manager, Sales Representative, or appropriate Department or employee for resolution as required
• Ensure all clients’ expectations are met in terms of time and quality in the delivery of our services

1.4    general responsibilities

• Ensure a professional attitude is portrayed at all times
• Effectively communicate with colleagues and sub-contractors
• Advocate both intra and inter co-operation of Departments
• Ensure that your written and verbal communication with clients, colleagues and sub-contractors is always professional and courteous at all times
• Attend Administration Department and Finance Department meetings as required
• Attend one on one meetings with your Manager as required
• Perform any reasonable tasks requested by your Manager
• Notify your Manager if you require additional training as soon as practicable
• Ensure you use work time and resources for work activities, through limiting personal phone calls, internet browsing and mobile phone usage
• Always Ensure compliance with Capital Group’s Company Policies

1.5    Daily Tasks

• Accurately enter the Electronic Fund Transfer (“EFT”) payments from the previous day, and reconcile the TMS against the bank statements supplied by the Finance Department. You are to complete this no later than 10.30 am each business day
• Process credit card payments as required
• Follow the processes outlined in the Capital Transport Group’s No Business Standard Operating Procedure when actioning overdue accounts
• Ensure all clients trading outside their payment terms are contacted and either:
  • Place detailed notes and the promised payment date and/or queries in the financial notepad in the TMS against the relevant client; or
  • If the client was referred to the Financial Accountant for debt collection or our solicitors, place detailed notes in the financial notepad in the TMS
• When appropriate, follow up clients with amounts outstanding with an email to reiterate what has been discussed over the telephone
• Effectively communicate with other departments, in particular the Sales and Account Management Department, to resolve client issues efficiently in order to assist in speeding up the payment process and minimise bad debts and client credits
• Raise Administration Adjustment forms as required
• Make collection calls immediately after the banking is completed by no later than 10.30 am up until 3.30 pm. If you have no administrative tasks to complete, you are to continue making collection calls until the end of the business day
• Follow up all administrative duties after 3.30 pm to ensure that your time is used effectively
• Update client contact details in the TMS as required

1.6    per period tasks

• Prepare client invoices that are sent manually no later than one business day after the invoices have been generated 
• Send reminder emails to clients with outstanding balances as required and as part of the customer contact process

2.   Occupational Health and Safety (OH&S) Responsibilities

All staff are responsible for the following safe work procedures and instructions:

2.1    Employees must

• Cooperate with the Capital Transport Group in relation to activities taken by the group to comply with OH&S legislation.
• Comply with the OH&S policy
• Adopt work practices that support OH&S programs
• Take reasonable care for their own health and safety and the health and safety of other people who may be affected by their conduct in the workplace
• Ensure that any hazardous conditions, near misses and injuries are reported immediately to their Manager
• Participate in meetings, training and other environment, health and safety activities as directed by their Manager
• Not wilfully place at risk the health or safety of any person in the workplace
• Not wilfully or recklessly interfere with or misuse anything provided in the interest of environment health and safety or welfare

2.2    Supervisors are responsible for:

• Developing new work procedures, as required, in conjunction with relevant persons
• Providing all staff with relevant OH&S information in an appropriate manner
• Providing personal protective equipment and clothing if hazards cannot be fully eliminated
• Providing adequate supervision through technical guidance and support
• Identifying and controlling hazardous conditions
• Providing appropriate facilities for safe storage, handling and transport of hazardous substances
• Ensuring that all accidents and incidents are reported

2.3    Managers and Section Heads are responsible for:

• Maintaining compliance with all OH&S policies and procedures by regular performance review
• Conducting regular inspections to identify risk/aspects, implementing corrective action and arranging monitoring where required
• Ensuring that all staff, including sub-contractors under local control, are appropriately inducted
• Providing relevant OH&S information and ensuring appropriate training;
• Identifying health monitoring needs, in consultation with the Occupational Rehabilitation specialists
• Maintaining appropriate records
• Investigating all reported incidents and reporting to department heads all action taken to prevent a similar occurrence