Collections & Recoveries Advisor - Leicester, United Kingdom - PPL PRS Limited

PPL PRS Limited

Verified Company

Leicester, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We have an exciting opportunity for a Collections and Recoveries Adviser to join the team to collect outstanding payments on high value overdue Key Accounts whilst providing excellent customer service to licensees.

Key details:

Start date: 3rd June 202
All roles will begin with 4 weeks of classroom based training in our offices from 9am to 5pm at our offices in central Leicester.
Following completion of training, this will move to a hybrid working of 3 days per week in the office.
Rotational shift pattern Monday to Friday 8am to 6pm.

You will:

Actively manage assigned overdue accounts. This will include;

- proactively contacting customers with outstanding invoices for licence fees
- receiving customer calls for payment or disputes
- processing card payments or setting up direct debits
- objection handling to ensure customers understand the need and benefits of the music licence, ensuring licence fee payment
- being aware of the impact of instalments and/or customer service quality on debtor days
- liaising with third parties regarding customer queries
- raising concerns with respect to doubtful / bad debt
- liaise with Finance Department to ensure payments are correctly and promptly applied to customer accounts

Monitor and analyse customer accounts for nonpayments, delayed payments and other irregularities and provide insights to the Finance team
Use objection handling techniques to proactively resolve any customer queries or objections. Effectively obtain evidence of music usage to support potential infringement cases
Respond to customer queries regarding payment plan modifications and inform customers of status including rejections where necessary
In conjunction with the Team Leader, to validate and evaluate customer debt through cost/ benefit analysis in order to decide the most appropriate strategy
Write off bad debt within authorised threshold, ensuring it is the only option and relevant supporting documentation exists
Prepare enforcement referrals for potential infringement investigations, assigning collection value to these where possible
Refer customers to the Enforcement and Infringement teams through completion of the referral checklist
Reduce the level of unresolved queries by liaising with Key Account Managers, National Account Managers and Third Party Licence Consultants
Follow system and business processes for processing Administration or Insolvency cases
Amendments to licence invoices and general updates to customer records
Educate and advise customers, positively reinforcing benefits of music to their business, while ensuring that they understand and are adhering to the contractual licensing terms and conditions
Deliver a positive customer experience and proactively contribute to the department's service standards and customer satisfaction results, ensuring call quality targets are consistently achieved and exceeded
Demonstrate a positive image of the company, through developing and maintaining effective professional relationships with customers
Work cooperatively and supportively with other teams in order to ensure the customer experience is positive
Respond to customer queries and ensure timely resolution of complaints, pausing / stalling the dunning cycle and escalating where necessary
Develop and maintain knowledge of core licensing processes and procedures including tariffs and Copyright Law
Maintain accurate notes in the system
Follow PPL PRS quality standards and guidelines