Invoicing Collection & Recovery Controller

Role Purpose

The Credit Control Officer is responsible for supporting premium billing, premium collection, and invoice management activities for partners, brokers, and clients while ensuring compliance with agreed SLAs, KPIs, and financial controls.

The role acts as a key liaison between the Invoicing, Collection Recovery (ICR) team and internal and external stakeholders to deliver a high-quality customer experience and operational excellence. The position focuses on premium collection, invoice delivery, stakeholder management, reconciliation activities, reporting, complaint resolution, and continuous process improvement initiatives while operating in a fast-paced and deadline-driven environment.

Key Responsibilities

Premium Billing Invoice Management

• Ensure accurate and timely delivery of invoices to fronting partners, brokers, and clients within agreed SLAs.
• Support premium billing activities in accordance with company policies and financial controls.
• Respond to invoice-related queries within agreed service levels.
• Maintain accuracy and completeness of billing records and documentation.

Collections Credit Control

• Support premium collection activities and ensure achievement of agreed KPIs.
• Monitor outstanding balances and follow up with partners and stakeholders as required.
• Accurately process write-offs and refunds within agreed SLAs.
• Keep up to date with credit control developments, policies, and procedures.

Reporting Reconciliation

• Prepare and complete critical reports that support SLA and KPI delivery.
• Analyze operational data and reporting outputs to identify opportunities for performance improvements.
• Perform complex reconciliation activities with a strong focus on accuracy and attention to detail.
• Maintain audit-ready records and supporting documentation.

Stakeholder Management

• Represent Credit Control activities within the ICR team for internal and external partners.
• Liaise with colleagues and stakeholders to provide effective communication, feedback, and issue resolution.
• Build strong working relationships with partners, peers, and management teams.
• Promote a customer-centric culture through ownership and proactive problem resolution.

Compliance Governance

• Ensure adherence to Finance, Compliance, and Credit Control policies and procedures.
• Support premium billing and collection processes in accordance with international regulatory requirements.
• Maintain awareness of company policies and governance requirements.

Process Improvement Continuous Development

• Participate in process improvement and simplification initiatives.
• Identify opportunities for process redesign and operational efficiencies.
• Promote continuous learning and personal development.
• Increase understanding of related business areas that support Credit Control activities.

Complaint Management

• Log, investigate, and resolve complaints to a high-quality standard.
• Perform root cause analysis and implement corrective actions where required.
• Ensure customer issues are resolved professionally and efficiently.

AI Skills

• Ability to leverage AI-powered tools and digital technologies to enhance productivity, operational efficiency, and decision-making.
• Demonstrates curiosity and openness to adopting emerging technologies, including Artificial Intelligence, in daily work activities.
• Ability to critically evaluate, interpret, and apply AI-generated insights while ensuring accuracy and business relevance.
• Understands the importance of responsible AI usage, including compliance with company policies, data privacy, security, and governance requirements.
• Identifies opportunities to improve processes, automate routine activities, and enhance customer and business outcomes through AI-enabled solutions.
• Maintains a continuous learning mindset to stay up to date with advancements in AI and digital technologies and apply them effectively within the role.

Key Requirements / Skills / Experience

Technical Expertise

• Strong knowledge of Credit Control, Collections, Premium Billing, and Accounts Receivable processes.
• Experience in reconciliation activities and financial operational processes.
• Understanding of financial controls, compliance, and regulatory requirements.
• Knowledge of reporting, collections monitoring, and financial analysis.

Analytical Problem-Solving Skills

• Strong analytical and numerical skills.
• Ability to synthesize and consolidate large volumes of data into meaningful outputs.
• Strong problem-solving and decision-making capabilities.
• Ability to prioritize and manage competing demands effectively.

Communication Collaboration

• Excellent written and verbal communication skills.
• Ability to build effective relationships with internal and external stakeholders.
• Strong networking and collaboration skills.
• Ability to work effectively in a multicultural and international environment.

Attention to Detail

• Strong attention to detail and accuracy.
• Experience performing complex reconciliation activities.
• Ability to work with high volumes and tight deadlines.
• Commitment to quality, compliance, and operational excellence.

Tools Technology

• Strong proficiency in Microsoft Excel.
• Working knowledge of Microsoft Word and PowerPoint.
• Experience with financial systems and reporting tools.
• Knowledge of eGain and Gulliver systems would be an advantage.

Personal Attributes

• Customer and client-centric mindset.
• Highly motivated, proactive, and self-driven.
• Demonstrates ownership, accountability, and commitment.
• Solution-focused with a continuous improvement mindset.
• Flexible and adaptable when addressing business challenges.

Qualifications

• Bachelor's Degree in Business, Finance, Accounting, Commerce, Economics, or a related discipline preferred.
• Relevant professional qualifications in Finance, Accounting, or Credit Management would be advantageous.
• Fluency in an additional Europea