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