Senior Credit Controller

About the role

The Senior Credit Controller works closely with the Section Supervisor and wider team to manage university debt in line with the credit policy. The postholder will ensure timely recovery of outstanding balances, deliver high‑quality customer service, and support continuous improvement across credit control operations.

Key Responsibilities

Debt Recovery & Reporting

• Recover outstanding university fee balances in line with policies and procedures.
• Monitor overdue accounts, engage with relevant parties, and take appropriate action to secure payment.
• Produce accurate, professional reports highlighting recovery progress, risks, and trends.

Customer Service Management

• Manage high volumes of inbound queries via email and phone.
• Respond promptly and professionally, ensuring compliance with SLAs and maintaining excellent customer satisfaction.

Proactive Communication

• Engage constructively with students, sponsors, and third parties regarding outstanding balances.
• Resolve issues efficiently while maintaining clear and courteous communication.

Collaboration & Query Resolution

• Work with internal teams, external stakeholders, and legal representatives to resolve complex fee‑related issues.
• Investigate queries thoroughly and provide accurate, timely information.

Payment Arrangements

• Assess requests for instalment plans or extensions.
• Make informed decisions, monitor adherence, and escalate non‑compliance where required.

Escalation & Recommendations

• Advise senior staff on next steps for unresolved accounts, including referral to external agencies.

Team Performance

• Contribute to team objectives, share knowledge, and support colleagues to meet performance targets.

Process Improvement

• Identify opportunities to enhance efficiency and participate in improvement initiatives and short‑term projects.

Documentation & Review

• Maintain accurate documentation of processes and system configurations to support compliance and training.

Analytical & Escalation Handling

• Apply strong analytical skills to evaluate processes, challenge inefficiencies, and resolve complex escalations.

Overpayment Processing

• Process overpayments in line with policy and regulatory requirements, including anti‑fraud and AML standards.
• Manage refunds across multiple payment methods and administer external loan schemes.

During off‑peak periods, the postholder may support RMID Pre‑Award, Post‑Award, and Credit Control activities.

About you

Essential Criteria

• Relevant qualification/experience (degree or CICM/AAT/ACCA or equivalent experience).
• 12+ months’ experience handling complex debt queries in high‑volume environments.
• Proven success in debt collection and customer relationship management.
• Strong organisational skills, able to prioritise and meet deadlines.
• Advanced numeracy and IT skills, including Excel (pivot tables, VLOOKUP).
• High attention to detail, professionalism, and autonomy.
• Clear communication skills, able to explain complex information.
• Solution‑focused mindset with commitment to continuous improvement.

Desirable Criteria

• Higher education experience and knowledge of tuition fee processes.
• Familiarity with SITS/SAM and Unit4 ERP (Agresso).

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