Credit Control Representative

Knowledge

Computer literate and have a good knowledge of Microsoft Office packages including Excel, Access, Outlook and Word

Risk focused with experience of working in a regulated environment

To ensure that all agreed service standards and deadlines for activities included but not limited to Customer Accounts (Strata & Acturis), Direct Debit Management, Credit & Recoveries Activities and Insurer requests are adhered to

Managing and answering queries from customers, the Retail and Commercial Network, Contact Centres, support service teams and insurers. Queries are received via task, email, phone and post.

Provide recommendations, advice and guidance to internal and external contacts within the Swinton network in relation to the core broker system

Adherence to all departmental and Company controls and procedures including the accurate and timely production of all relevant computer outputs, cheques, reports and letters

Apply specialist/technical knowledge in supporting colleagues and customers with escalated queries

Referral point for anything relating to Business transacted via Acturis including but not limited to account queries, system functionality, SIR requests

Skills

Effective communication skills with external contacts and all levels of staff

To meet our customers' needs and expectations by ensuring that all of the department systems are accurately maintained, and departmental procedures are followed

To meet our customers' needs and expectations by ensuring that Commercial Product Guidance Tool, iGuide updates are accurately maintained and departmental procedures are followed

Identify and highlight business issues and continuous improvement opportunities and provide recommendations

Assisting in investigations, identifying trends, analysis and problem solving sharing where necessary the results

Managing the claims process for the business’ – ensuring that all claims feeds are received and are accurate and all updates are applied to customers records ensuring a TCF approach for all Atlanta customers

Behaviours

Ability to work under pressure and meet deadlines

Willingness to share knowledge and skills with members of the team through coaching and mentoring

A self-starter, motivated and capable of working with minimum supervision

Adopts a structured approach and focuses on key issues when dealing with problems

The ability to probe and assimilate information to check accuracy and relevance when building a full picture in respect of tasks and issues

Sees tasks through to completion and consistently achieves objectives and deadlines

Understands the need for, and is able to develop, a good working relationship across the business, working well with people at all levels

Flexibility to operate in a changing environment

Undertake continuous personal development to ensure that Atlanta behaviours are demonstrated effectively and that skills and knowledge are up to date