Client Service Manager

Client Service Manager
Chelmsford

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, minimise 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 to make 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, and discuss with the clients any issues relating to overdue debt and unresolved disputes.
• To ensure that cash queries, which require client input, are resolved promptly.
• To process back-up paperwork for invoice re-assignments, debtor refunds and cash transfers.
• To ensure that invoices and schedules are processed within the specified timeframes.
• 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 contact 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