ROLE DETAILS

Job Title: Membership Credit Control Assistant Manager
Reporting to: General Manager of Membership
Contract: Full-time – Temp to Perm
Start date: ASAP
Location: London – Hybrid at least 2 days in the office

JOB PURPOSE

The Membership Credit Control Assistant Manager will assist the General Manager of Membership
managing the accounts team and overseeing the membership renewal process for over 2000 members.
The Assistant Manager will bring their expertise to streamline our accounts processes and oversee their
successful implementation.

This role will be integral in resolving complex accounts queries. The Assistant Manager will oversee and
ensure all verbal and written responses to member enquiries are handled in a timely, accurate and
professional manner. This role will ensure high level updates are provided to the General Manager and
the Executive director as required on membership renewals, aged debtors and overdue fees

ROLE AND RESPONSIBILITIES
Assisting team management

Assist the General Manager in managing and supporting the Accounts team.
 Responsible for overseeing and providing as required training and guidance on all our processes.
 Responsible for day to day management of team members ensuring regular updates are provided to the General Manager.
 Provide detailed input into team performance reviews

Continuous Improvement

 Provide solutions for increased automation and streamlining of Accounts processes.
 Oversee implementation of solutions and liaise with relevant departments to ensure success, such as the Digital department.
 Lead accounts UAT testing.
 Provide input and suggestions for accounts-related streamlining and efficiency opportunities within the Membership department. Assist in overseeing implementation.

Reporting

 Provide updates on key metrics such as email response time, membership renewals, aged debtors and overdue fees to the General Manager and the Executive Director as required.

Resolving internal accounts queries

 Assist colleagues in the wider Membership department with Accounts related matters, for example, in relation to member account mergers, membership resignation.
 Assist other departments with Accounts queries.
 Assist the accountant as required including payments and invoicing queries.

Membership Fee Renewal

 Identify opportunities for optimisation and scalability of annual membership fee renewal in a high-growth environment.
 Request Annual Relevant Sales (ARS) figure from members annually ahead of each member’s invoicing month, log and follow up.
 Raise invoices using Microsoft Dynamics and Xero
 Handle PO process when applicable
 Reconcile invoices via the accounting system (Xero) involving payments via Worldpay, Paypal and bank accounts. Resolve matters such as overpayment, underpayment.
 Implement solutions to streamline reconciliation of payments via Worldpay.
 Send receipts.

Credit Control

 Resolve complex queries escalated by the accounts team.
 Follow up and resolve overdue payments.

 Follow up and resolve overdue membership fees. This involves following up on an Annual Relevant Sales (ARS) figure which requires each year to raise the membership fee invoice.
 Investigate and resolve queries relating to non-payment of invoices.
 Maintain accurate records of all chasing activity.

Temporary suspension of membership and reinstating

 Monitor prolonged non-payment and non-submission of ARS.
 Process membership suspensions due to non-payment and overdue fees.
 Re-instate members suspended due to non-payment of invoice when payment is received.
 Reinstate members suspended due to overdue fees after the member is fully up to date with membership fees including payment.

Customer/Member Services

 Monitor accounts team email response time and oversee excellent customer service.
 Resolve member accounts queries via phone and via the shared accounts mailbox.
 Resolving complex queries escalated to you by the accounts team. Liaise with the firm accountant as needed.
 Raising credit notes and issuing amended renewal invoices when necessary.
 Create and send tax residency documents when requested
 Updating contact information on the CRM system (Microsoft Dynamics) and accounting system (Xero) when notified of changes.
 Forwarding change requests with due diligence requirements to the relevant inbox.
 Sending member portal invites to enable members to pay their invoices by card via Worldpay.
 Forwarding portal access issues to the IT Department

Special Projects and Additional Responsibilities

 Perform assignments related to the role that may be requested by the General Manager or Executive Team

EXPERIENCE AND QUALIFICATIONS

1. Extensive proven assistant managerial experience preferably within the finance department of a trade association, membership organisation or customer-oriented environment
2. Strong working proven knowledge of Xero and Worldpay.
3. Microsoft Dynamics 365 or similar database systems experience preferred.
4. Strong working knowledge of Microsoft Office (Word, Excel, PowerPoint)
5. University or College courses in related field a plus

KEY SKILLS AND COMPETENCIES
1. Excellent organisational skills
2. Must have effective communication skills, both verbal and written
3. Ability to generate graphs, charts and other reporting tools.
4. Outstanding attention to detail
5. Ability to maintain a positive, courteous, and professional demeanour while conversing with members is essential
7. Flexible team player, with the ability to work under pressure and to tight deadlines
8. Ability to work independently and prioritise competing tasks and demands
9. Must be able to work effectively during high volume periods.