Required Experience
- Minimum 2 years of experience in Collections, Accounts Receivable, Credit Control, or Finance Operations within the insurance or financial services sector.
- Experience handling complex broker, corporate, or high-value client accounts.
- Strong understanding of receivables management, reconciliations, and collection processes.
- Experience managing disputes, payment negotiations, and stakeholder escalations.
Education
- Bachelor’s Degree in Accounting, Finance, Commerce, or related discipline.
- Professional qualifications such as ACCA, CPA, CMA, or insurance certifications are an advantage.
Purpose
To manage collections and receivables activities for complex client and broker accounts by ensuring timely collections, accurate reconciliations, effective dispute resolution, and compliance with company credit policies. The role supports cash flow optimization, reduces receivable ageing, and maintains strong relationships with key stakeholders across the portfolio.
Tangible Deliverables
Complex Accounts Collection Management
- Manage assigned portfolio of complex broker and client accounts to ensure timely collection of outstanding receivables.
- Monitor customer accounts to identify overdue balances, payment irregularities, and collection risks.
- Drive collection activities in line with established targets, credit policies, and escalation procedures.
- Regular follow up on aged and overdue balances and ensuring agreed collection actions are completed within defined timelines.
Reconciliation & Account Integrity
- Perform detailed reconciliation of broker and client accounts, ensuring accuracy of balances and supporting records.
- Investigate and resolve reconciliation variances, unapplied receipts, and disputed transactions.
- Maintain accurate records of collections, allocations, adjustments, and reconciliations.
Client, Broker & Stakeholder Engagement
- Build effective relationships with brokers, clients, and internal stakeholders to facilitate timely collections and issue resolution.
- Conduct payment discussions, negotiations, and follow-up activities to secure outstanding balances.
- Handle customer queries and complaints professionally, ensuring timely and satisfactory resolution.
Issue Resolution & Cross-Functional Coordination
- Collaborate with Underwriting, Claims, Operations, Finance, and other departments to resolve payment-related issues and account discrepancies.
- Escalate complex collection risks and unresolved disputes where appropriate.
- Timely escalation of long outstanding or high-risk balances in accordance with the escalation matrix.
- Support corrective actions to improve collection effectiveness and account accuracy.
Reporting & Forecasting
- Maintain reconciliation trackers, collection schedules, and ageing reports with a high degree of accuracy.
- Prepare and share collection forecasts, cash flow updates, and management reports within agreed timelines.
- Maintaining clear collections comments/action plans in the aging or collections tracker including expected payment dates.
- Monitor collection performance and highlight emerging risks or trends.
Compliance & Audit Support
- Ensure adherence to company credit policies, internal controls, and regulatory requirements.
- Maintain complete supporting documentation and audit trails for all collection and reconciliation activities.
- Support internal and external audit reviews through timely provision of accurate records and information.
Collections Targets & Portfolio Performance
- Achieve assigned monthly collections targets and activity manage the assigned portfolio to reduce overdue and aged receivables.
- Prioritize high-value, aged and complex balances and ensure appropriate follow-up and escalation.
- Support reduction of outstanding receivables and improvement of portfolio aging in line with the set KPIs.
