Private Accounts and Customer Service Manager - City Of Johannesburg Metro Verfied

R 20000 per month City Of Johannesburg Metro, Gauteng City Of Johannesburg Metro, Gauteng more than 14 days ago 14-10-2018 2:39:47 PM
20-11-2018 6:09:44 PM
POSITION: Private Accounts and Customer Service Manager
Department:Student Department
Reportingto National leasing and Receivables Manager

EE position | CTC Monthly from R20,000.00 to R24,000.00 (based on experience and qualification) | Location: Braamfontein

Roles and Responsibilities:

You will be responsible for the general management of the administration of leases billing and collections for key student sponsor accounts as well as retail and commercial clients.
Your role will also entail client relationship management as well as customer service management of sponsored students.
The incumbent is also responsible for resolving all other ad hoc tasks and responsibilities as assigned by management.
Minimum experience and requirements: MUST HAVE

EDUCATION:

Matric
Degree in Financial Accounting/related
Honours an added advantage
EXPERIENCE & SKILLS:

At least 3 years debt collection experience
Customer Care experience
Experience to be related to Finance or Accounting as the role requires an Financial/Accounting acumen
Management experience (managing a team including training, performance management & discipline)
Computer Skills: MS WORD | Excel (Intermediate to advanced) | PowerPoint
ERP Knowledge (oracle an added advantage)
Behavioural Dimensions and Skills required:

Friendly and Helpful and Service-orientated
Self-motivated and Proactive and Resilience
Self-confidence and Positive attitude
Analytical / Accurate / Attention to Detail
Numbers orientated
People skills & committed to the development to others.
Good Verbal and written communication skills;
Client management skills
Lead by example
Planning and organizing
Assertive and energetic person
Fast learner
Achievement oriented
Deadline-driven, with a sense of urgency/result-orientation
Time management.
Ability to work under pressure
Key Performance Areas Duties

Debtor Management and Administration:
• Lease Administration, Billing and Receipts
o Leases administration is done correctly – Billing, Leases, signed, filed & supporting documentation obtained (including FICA coordination where required).
o Investigate all un-allocated receipts and clear against tenant’s account in order to clear TAA (Tenant’s age analysis).
o Process corrections of misallocations & unidentified receipts on a daily basis.
o Administration of billing of non-rental matters such as lost keys, sleep over damages and payment thereof.
o Statements are issued timeously & rental accrual and receipts is accurate at all times.
o Ensure that pre-billing reports are print, checked for accuracy & approved before the next Rent Roll
o Review of rent rolls to ensure accuracy of billings
o Report and manage all exceptional reports & ensure that Billing & tenancy codes are correct
o Credit vetting of prospective tenants where required
o Ad-hoc invoicing against security deposits
• Collections of rentals from NSFAS and Private tenants
o Reconciling of accounts where required
o Collection of 95% of monthly rental due in both NSFAS and Private students.
o Following-up daily, weekly, monthly to ensure that debtors/students adhere to terms of payment.
o Ensure that queries on any outstanding balances and/or short payments are done by team by contacting NSFAS and Private students directly and to follow up on balance of payment if required.
o Diarize payment arrangements for all outstanding balances and follow up telephonically on agreed date.
o Ensure that bad debts do not exceed 1% of annual revenue
• Refunds
o Manage Processing of refunds as and when required.
• Team Management
o Ensuring that staff comply to debtors’ collection procedures relating to lock outs and de-activations
o Ensuring that debtors collection procedures are followed i.e. Biometrics deactivation and lockout as per lockout procedure document.
o Ensuring adequate staff training takes place
o Manage inter-departmental relations
o Training of staff within the Private Accounts & Customer Service team
o Approval of leave requests of team
o General office management.
• Reporting
o Report to the Head of Department on debtors status and meetings held with NSFAS
o Ad hoc reporting as required
• General
o Attend to all audit queries & make sure that they are resolved timeously.
o All ad hoc tasks as assigned to by management.
o Attending & representing the company in matters handed over to Housing Tribunal Courts by tenants
o Maximisation of recoveries from residential tenants
o Attend to property inspections of residential tenants
o Management of vacate process for NSFAS and Private students and residential tenants and charging against any damages prior to processing of refunds as and when required

Client liaison and management:
• Proactively engage with tenants and or student sponsors to create professional relationships, creating and maintaining through constant follow-ups and meetings
• Handling of Student/Tenants queries & ensure that Customer services is adhered to all the time.
• Ensure that courtesy calls are made to the NSFAS to confirm that client has no queries and requested reconciliation of their accounts.
• Manage all client queries and e-mails & ensure that they are responded to on the day of receipt.
• Ensure that Response to queries is within 24 hours of receipt and resolve within 5 working days
• Liaise with and manage relationships with clients to ensure accounts are paid on time
• Client retention (customer care) through ongoing phone calls, emails and meetings
• Constant engagement with internal stakeholders (Marketing, Facilities, Finance) to ensure client satisfaction and retention.

To apply, kindly please send your detailed resume together with all your certificates by no later than the 24th August 2018. Subject: Private Accounts and Customer Service Manager

Regret: Communication will regrettably be restricted to shortlisted candidates.