Field Credit Controller Jobs at Fidelity Services

MAIN PURPOSE OF JOB: Collect on outstanding Coastal amounts ensuring good results in: debtors days (DSO), cash collection and reduction of bad debt expense/write off.

KEY PERFORMANCE AREAS: Collecting Outstanding debt


  • Matric
  • Credit Management or Finance related qualifications
  • 2-3 Years Collections experience in a high-volume consumer environment
  • Valid Driver’s Licence (Essential)
  • Own Transport (Essential)
  • Males – (Preferable)


  • Strong knowledge of Microsoft Office & Excel
  • Working knowledge of LSN and SAP
  • Strong People & Communication skills
  • Listener experience advantageous


  • Excellent verbal & written communication skills
  • Excellent customer service skills
  • Ability to work under pressure & with difficult customers
  • Excellent telephone skills
  • Computer literate – intermediate Excel skills requirement
  • Accuracy & attention to detail essential
  • Excellent reconciliation skills
  • Attention to detail
  • Interpersonal skills
  • Consistency
  • Resilience


  • Doing site visits to client’s out in the field and to collect overdue amounts.
  • Telephonically contact clients with due or overdue amounts in order to obtain payment for the arrears.
  • Accurately record notes resulting from outbound calls to clients in the Listener system.
  • Ensure that the minimum number of prescribed collection calls are achieved daily.
  • Capture debit order resubmissions in the Listener system.
  • Verify client information in the Listener system when making contact with clients.
  • Convert clients from printed communication to electronic communication.
  • Obtain commitment from clients to settle their overdue accounts within the shortest possible period of time.
  • Follow up on client payment commitments.
  • Issue letters of demand & suspension to clients in accordance with the collection policy.
  • Review the regional suspense accounts on a daily basis to identify and transfer client payments not yet allocated to the correct account.
  • Request the suspension of overdue accounts where the prescribed number of calls and/or communication has been completed.
  • Understand & communicate company policies, collection policies & service specific information to clients.
  • Identify the nature of client queries, record the queries in the Listener system (and/or query management tool) & to re-direct the queries to the relevant department/personnel for resolution where the query does not pertain to the Credit Control function.
  • Ensure that all forwarded queries are resolved by the relevant departments through constant follow up in order to obtain payment from clients.
  • Forward, electronically or printed, copies of client invoices, statements & other relevant documentation as requested by the Contact Centre or by the client directly.
  • Address & resolve client queries (where the query pertains to a Credit Control function) identified either through the outbound call process or transferred from the Contact Centre (manually or through the query management tool).
  • Communicate the outcome of the resolved query to customers (both internally & externally).
  • Accurately prepare various administrative documents including:  credit note requests, transfer of funds, client refunds requests, master data amendments, etc. (electronically and/or written).
  • Ensure that all off-setting of receipts & credit notes/debit notes is accurately processed on a daily basis.
  • Reconcile (where necessary) accounts with credit balances establishing the reason for the credit balance and making the necessary adjustments (refunds or transfers).
  • Ensure individual & departmental collection & bad debt provision targets are consistently achieved.
  • Always maintain a high standard of customer service, client courtesy & professionalism when interacting with clients.
  • Participate in various ad-hoc projects within the Credit Control Department.
  • Ensure a high standard of housekeeping at all times.


  • Reduction in book.
  • Ensure that plans are followed.
  • Ensure that standard are adhered to.