Ciel/sel/26521: Credit Control

Credit Control with Collection experience for UK Market

Exp - 1-3 yrs

Notice Period: Immediate to 60 Days

Location : Pune

Shift time: 12:30 PM - 21:00

**Excellent in Communication**

**Process Brief**
Credit control team mainly deals with the credit control functions on National brokers

& other small and medium brokers who are managed by London Real estate &
London commercial branch. The Process involves chasing for funds with brokers,

reconciling payments received, Liaising with the branch for resolution of broker

queries, raising refunds, investigating on premium/commission disputes etc. This is a

hybrid process which involves both investigative work & making calls to the

brokers/branches.

Position Summary

**Credit Control Process Leader will be: **
Be a key member of the Finance Operation’s team with responsibility to

perform the controlling functions of the CC team.

Relook at the existing process framework & come up a robust mechanism to

drive & track performance.

Be able to handle various functions involving - Training of New Joiners, work

Proactive work flow management by providing support to the team to achieve

the team targets & manage customer expectation.

Driving the CC best practice guide in the team, doing weekly reviews to

monitor team performance and help in improving the team performance

Help team in meeting KPI objectives

**Key Accountabilities **
Understand customer expectations

Sound knowledge of the credit control functions

Conduct Process Training

Documentation completion as per ISO

Proactively highlight issue & perform his / her task with utmost integrity

Understand & manage broker accounts

Help team with their process related queries
- Provide satisfactory responses to internal and external customer queries

within agreed timescales

Performance management for the team - understand key issues & provide

solutions

Ensuring all the team KPI’s are met and need to do continuous monitoring of

the team KPI’s.

Zero slippage on the Agreed process to maintain transparency.

Build adequate governance frame work around the process.

Qualifications

Commerce graduate from a recognized University or Any Graduate however with prior credit control experience in a voice process

Very good knowledge of MS Office

Very good verbal & written communication skills

Specific position related experience

Call handling experience from a BPO international sector.

2+ years’ experience in credit control domain for insurance sector

**Specific Knowledge required **
Credit control Process Knowledge is a must.

Basic Accounting Knowledge

Basic Insurance Knowledge is a must

Customer Service Skills

Very good verbal & written communication skills

Solution Oriented approach

Proficiency in MS Office

**Key Skills/Competencies **
Good communication skills required - Frame correct and complete sentences,

Good Probing and complaints handling skills

Possess analytical skills

Be able to work under pressure

Patience to handle irate customers

Neutral accent to handle calls from UK customers/clients. Should be able to

understand UK accent.

Problem Solving

Proactive approach in understanding the problem and giving ideas to resolve

issues.

Proactive approach to debt management and reduction

Resolve problems/queries raised by other team members, UK counter parts,

underwriters and even end customers, banks