POSITIONDESCRIPTION

Name:

Job title:Credit Officer

Date:March 2018

Department:Finance

Reports to:Credit Supervisor

Basic purpose:

The Credit Officer is responsible for assisting in the collection of outstanding debt across the ledger as instructed by the Credit Supervisor. These collections need to be completed with accuracy, maintainingthe integrity of the ledger whilst providing a high level of customer service.

The Credit Officer will be responsible for satisfying the needs and requests of customers and at all times convey the professionalism of Cengage Australia in line with the agreed Company goals.

Principal accountabilities:

Key Outcome and Area / % of Total Job / Objectives and Tasks / Core Competencies / Standards
Collections / 40% /
  • Ensure timely collections of monies owed.
  • Be responsible for providing an optimum level of customer support and service to the internal and external customers of Cengage.
  • Reconcile customer accounts and payments as required.
  • Meet collection targets set by Credit Supervisor.
  • Any other duties as directed by the Credit Supervisor.
/
  • Excellent written and spoken communication skills
  • Proven experience and confidence in phone collections
  • Excellent telephone manner
  • Negotiation and interpersonal skills with the ability to build relationships
  • An understanding of business practices and strong numeracy skills
  • Ability to negotiate to provide a win-win situation
/
  • Monies collected
  • Customer-first focus
  • Meet target completion dates
  • Proactive problem-solving
  • Embraces Cengage core values and competencies

Accounts receivable related processing / 25% /
  • Assist with the banking of debtor cheques and reconciling of daily banking as required.
  • Maintain customer master database.
  • Follow up customer claims and queries.
  • Liaise with customer service, sales and marketing.
/
  • Ability to prioritise tasks
  • Fast and accurate keyboard skills
  • Analytical and problem-solving abilities with keen attention to detail and follow through
  • Willingness to learn and embrace new technologies, policies and procedures
  • Skilled and systematic use of Microsoft Office applications, including Word, Excel, PowerPoint, Outlook and system processes
  • Knowledge of publishing industrypreferred
  • Organised and task-orientated
  • Ability to work independently and as part of a team
/
  • Accurate inputting of information
  • Conscientiousness, persistence and reliability in record maintenance and communication

Customer Service / 15% /
  • Liaise regularly with external customers.
  • Evaluate, review and analyse problems when they arise and determine an appropriate outcome in a timely manner.
  • Personally own, act and solve problems and complaints and ensure adherence of all credit staff.
  • Anticipate customers’ needs, handle inquiries and solve problems.
  • Maintain a high level of product knowledge to understand customers’ needs.
  • Anticipate and support internal customers’ needs i.e.Customer Service, Inventoryand Finance.
  • Speak clearly and listen intently to facts when communicating with external customers.
/
  • Excellent communication skills
  • Understand colleagues’ roles and tailor the communication to meet their needs and achieve desired outcomes
  • Ability to listen and understand internal and external customers
  • Knowledge of publishing industry
  • Develop proactive working relationships
  • Ability to put others at ease and build rapport
  • Excellent interpersonal skills with the ability to build relationships
/
  • Customer-first focus
  • Friendly, proactive communication
  • A positive attitude to problem-solving
  • Ability to build rapport
  • Going the extra mile to achieve the best possible outcome
  • Show respect for others
  • A positive attitude to problem-solving

Continuous Improvement / 10% /
  • Support Continual Improvement processes throughout the entire project including supporting colleagues with the audit process when required.
  • Seek opportunities to enhance documentation, processes and supported systems to improve processes and procedures.
  • Keep abreast with the continual change in technology developments and share knowledge with manager and team.
  • Actively seek opportunities to extend and enhance personal knowledge and skills in order to better support customers and colleagues.
/
  • Problem-solving abilities with keen attention to detail and follow through
  • A willingness to support and help others
/
  • Continuous improvement and improved efficiency
  • Self-initiated training and development of knowledge
  • Demonstrated initiative for issue resolution and new ideas to add value to users
  • A positive attitude to problem-solving
  • Participation and contribution of processes improvement projects

Workplace Health and Safety / 10% /
  • Be aware of duty of care and act in a safe manner.
  • Ensure all company WH&S policies and procedures are adhered to.
  • Be familiar with property security, first aid and fire emergency procedures.
  • Report any hazardous situations, incidents or accidents and take immediate action if applicable to reduce risk of injury.
  • Participate in WH&S investigations when required.
/
  • Ability to follow policies and procedures
  • Ability to use initiative and take responsibility
  • WH&S aware
  • Analytical and problem-solving abilities
/
  • Adherence to WH&S policies and procedures
  • Increased WH&S awareness
  • A positive attitude to WH&S
  • Reduction of number of WH&S incidents

Direct reports:Nil

Main contacts:

Internal:Credit Supervisor, Finance Managerand all members of the Finance team,Operations and thesales and marketing teams

External:All customers

Education / Qualifications / Experience:

Proven experience in credit control/accounts receivable

Experience with mainframe software (AS400 preferred)

Experience with office based PC software, MS Office suite

Police check

Cengage Core Competencies:

•Speed: Proactively gets things done quickly, with a high quality of work. Overcomes barriers and continually finds ways to be more efficient.

•Focus: Identifies core business problems and opportunities; seeks and proposes solutions while avoiding distractions. Persists through achieving deliverables.

•Collaboration: Committed to helping others be successful; partners with key organizational stakeholders, individuals and teams outside own functional area to promote business alignment.

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