Client Service Manager
Relationship Management
Essex – London
The Role
Working within the Operations Department, providing support to Operations Support
Manager for the proactive management of a portfolio of clients.
To deliver exceptional client service, maintain internal and client relationships, and effectively identify and manage risk to prevent loss of income and reputation to our business.
Responsibilities
- To manage a designated portfolio of clients and maintain a full working knowledge of all clients.
- Maintaining first-class client relationships, ensuring that excellent levels of service are delivered so that client satisfaction levels remain high.
- To ensure that no client terminates on the grounds of poor service.
- requests, queries and ledger updates.
- To monitor and process client payments through the operating system within your agreed personal mandate level.
- To obtain monthly client information as per their operating conditions.
- To supply cover for the Credit Control team during staff absences.
- To always ensure the security of funds, minimising client losses and bad debts.
- To work closely with the Senior Management in reviewing and scrutinising debt collectability and recoverability daily, taking appropriate steps where necessary to safeguard security.
- To provide regular feedback to the Operations Support Manager and Senior Management about any client issues that may impact security or client retention.
- To maintain an effective office diary & filing system.
- To undertake regular client reviews to maintain a detailed knowledge of our clients’ businesses to ensure that they are operating within the terms of the Invoice Finance Agreement and making appropriate recommendations to the Credit Committee.
- To ensure that service and discount charge income levels are maintained.
- To ensure that additional fee income opportunities are identified and maximised.
- To identify opportunities within the portfolio for the increase and uptake of credit protection.
- To identify and introduce new business opportunities where appropriate.
- To maintain, action and update an effective dispute resolution system.
- To regularly review portfolio sales ledgers to assess the collectability and validity of debt, discussing with the clients any issues relating to overdue debt and unresolved disputes.
- To ensure that cash queries, that require client input, are resolved promptly.
- To process back-up paperwork for invoice re-assignments, debtor refunds and cash transfers.
- To ensure invoices schedules are processed within the timescales directed.
- To ensure that all invoices comply with requirements before funding, including compliance with proof of debt and verification procedures where necessary.
- To recommend and raise all new debtor account applications with assistance from your line Manager
- To ensure top debtors are monitored using the appropriate systems and procedures.
- To ensure all funding limits that may adversely impact clients’ funding are reviewed, with any concerns escalated to the Operations Support Manager
- For new clients to be contacted on the day of commencement to provide education about systems and procedures.
- To ensure that all clients are monitored using the appropriate systems and procedures.
- To maintain our Credit Insurance policy and ensure all requirements are met promptly.
Skills
- Previous experience working in the Invoice Finance sector
- Knowledge of B2B commercial lending processes