The Credit Control Query Specialist reports to the Collections and Billing Manager, and is responsible for the investigation and resolution of customer disputes and queries, as well as fixing the source of the problem to prevent reoccurrence.

Responsibilities and key activities

This section includes the responsibilities, accountability and key activities that the Credit Control Dispute Specialist undertakes.

Team work is important to KONE, requiring flexibility to support the effectiveness and efficiency of  meeting business targets, clearing backlogs of work to maintain business as usual, while demonstrating the ability to take action with the minimum of supervision.

This type of work requires the ability to utilise multiple systems, to follow query and dispute guidelines, have a tenacious approach to overcoming delays with demonstrable problem solving skills, can do attitude, honed influencing skills as well as a natural networker.

Responsibilities and key activities

•             Cora AR will trigger an open case for investigation and resolution to be closed when completed based on their complexity and associated TAT. Cora AR will measure TAT and provide reporting and analytics.

•             Contact customer with an initial email within 24 hours of receiving the case. To communicate with customers professionally with regular updates, up to the time of query and dispute resolution. This will lead to improved customer satisfaction and confidence of how KONE cares about customer relationships.

•             Prioritising and clearing queries and disputes based on age (121+ age a significant priority),  value of debt and cash flow value.

•             It is important to fix the source of the problem to prevent reoccurrence, which may involve working in collaboration across different functions.

•             Take priority action to clear the Credit Log. Record full, partial or credit & rebills on the Credit Log found on SharePoint.

•             Responsible for undertaking complex account reconciliations.

•             To issue copy invoices, statements of account and copies of supporting documentation within 48 hours of receiving requests. Mass copy invoice requests can be escalated to the ISC.

•             Proactively work across the business for support, information or approvals for decisions such as credit notes. Using internal communications effectively such as Teams calls, IM, email and mobile.

•             Participate in continuous process improvement for effective delivery of the role.

•             It is the role holders responsibility for keeping up-to-date with KONE and Cora AR processes, to knowledge share with peers.

Skills and experience required:

Previous credit control experience relevant to this role
Good telephone manner and negotiation skills
Good written and spoken English

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

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Credit Controller

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