Parent Fee Support Associate

ABOUT THE ROLE

Key responsibilities for the role include:

Collection on billing:

• Primary responsibility is to ensure targets are met or exceeded for the collection of parent fees and levies, plus outstanding debt. 
• Manage the collections within agreed deadlines by coordinating, directing and prioritizing the activities of team members reporting to you
• Develop and implement corrective approaches where collections fall behind target.

Stakeholder engagement

• Family engagement - Communication
  • Role-model a positive, empathetic and professional attitude towards parents at all times and coaching team members to maintain appropriate customer-facing behavior at all times 
• School Leaders andSchool Teams
  • Ensure that school leaders for campus(es) you are responsible for are updated on their campus specific fee collection rates.
  • Ensure risk areas are brought to the attention of the school leader and remedies actively discussed and implemented in partnership
  • Ensure gating is conducted in a family centric manner and on time.

Parent Satisfaction

• Ensure the team effectively communicates with families 
• Ensure parent queries are responded to within agreed timelines and intervene as necessary to maintain required service levels including modifications to processes and management of tracking systems (e.g. Zendesk)
• Ensure records of customer interactions, comments, complaints and transactions are maintained
• Act as first-line of escalation for parent engagement as required by team members who have  a dotted line report to you.
• Liaise with other teams to facilitate the expeditious resolution of  parent queries and concerns.
• Take steps necessary to respond to poor satisfaction rating and feedback received from families to ensure families concerns are addressed and improvements made to processes and systems.

Reporting & Communication

• Produce monthly reports analyzing the collections of Nova Pioneer at a detailed parent level to inform credit risk mitigation actions and making recommendations to improve collection rates and reduce delinquency
• Keep the respective school leadership team appraised monthly of their collections performance; particular parent complaints and other topics that may need School Leader support or intervention.
• Maintain records on parent response rates on email and parent satisfaction for the team managed.
• Track and update assigned databases and dashboards and ensure the accuracy of this data.

Business control environment

• Recommend, implement and enforce internal controls across all areas of responsibility to ensure accuracy and timely delivery of the collection teams’ responsibilities
• Take ownership of the process to collect bad debt (relevant in each region) e.g. black-listing of past parents; implementation of external debt collectors etc.

Team management

• Provide clarity, support and accountability to teammates assigned as dotted line reports to you on assigned projects.
• Hold one on one weekly and feedback sessions with dotted line reports on assigned collaborative projects.
• Set goals and track them throughout the year for collaborative tasks assigned to you and your dotted line report. 

General

• Contribute to the ongoing improvement of Nova Pioneer by suggesting and implementing measures that increase productivity, reduce costs and raise customer service levels
• Maintain effective and productive working relationship with the finance and other department and contribute to activities to improve interaction and collaboration with finance teammates
• Achieve and maintain proficiency with system and tools required to perform duties 

ABOUT YOU

Skills, Experience & Qualifications required:

• A Bachelor’s Degree (in Business preferred)
• CPA (K) or Finalist or its equivalent (ACCA, CA etc)
• A minimum of  4 years of working experience. 
• Experience in a startup or in a company that gives you significant autonomy and responsibility 
• Results driven: goal-oriented, moves fast and take ownership of work.
• Have strong project management skills: able to juggle multiple tasks and meet deadlines and targets.
• Eager to learn and accepts feedback as a positive step to professional growth.
• Excitement about our organizational culture—and in particular, be fired up to challenge yourself by embracing mutual vulnerability and a firehose of feedback.
•  Ability to treat all confidential information with the utmost professionalism.