To collect outstanding payments on high value overdue Key Accounts whilst providing excellent customer service to licensees. Liaise with Key Account Managers, National Account Managers and Third Party Licence Consultants in order to gain updates and resolve aged debt. Maintain and improve debtor days for maximum cash flow. Prepare accounts for Enforcement/Infringement.
Responsibilities
* Actively manage assigned overdue accounts.
* Proactively contact customers with outstanding invoices for licence fees.
* Receive customer calls for payment or disputes.
* Process card payments or set up Direct Debit.
* Handle objections to ensure customers understand the need and benefits of the music licence and pay the licence fee.
* Be aware of the impact of instalments and/or customer service quality on debtor days.
* Liaise with third parties regarding customer queries.
* Raise concerns with respect to doubtful/bad debt.
* Liaise with Finance Department to ensure payments are correctly and promptly applied to customer accounts.
* Monitor and analyse customer accounts for non-payments, delayed payments and other irregularities and provide insights to the Finance team.
* Use objection handling techniques to proactively resolve any customer queries or objections.
* Respond to customer queries regarding payment plan modifications and inform customers of status including rejections where necessary.
* In conjunction with the Team Leader, validate and evaluate customer debt through cost/benefit analysis to decide the most appropriate strategy.
* Write off bad debt within authorised threshold, ensuring it is the only option and relevant supporting documentation exists.
* Prepare enforcement referrals for potential infringement investigations, assigning collection value to these where possible.
* Refer customers to the Enforcement and Infringement teams through completion of the referral checklist.
* Reduce the level of unresolved queries by liaising with Key Account Managers, National Account Managers and Third Party Licence Consultants.
* Follow system and business processes for processing Administration or Insolvency cases.
* Amend licence invoices and general updates to customer records.
* Follow PPL PRS quality standards and guidelines.
Qualifications
* Minimum of 1-2 years' experience within a phone-based customer contact team or collections / debt recovery team.
* Competent numeracy skills.
* Good verbal and written communication skills.
* Clear and enthusiastic telephone manner.
* Competent using Microsoft Office (Word, Excel, Outlook).
Desirable
* Experience working within a target-driven commercial team.
* Experience of working in a Credit or Collections team.
* Intermediate Excel skills.
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