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As a Senior Credit Controller at GetAgent, you will be the go-to expert for escalated invoice disputes and complaints from our partner agents. Your role is crucial in protecting revenue, maintaining strong partner relationships and shaping the way we handle escalations. You’ll investigate complex issues, resolve disputes and proactively identify ways to prevent future problems, all while supporting the wider Credit Control and operations teams.
Job Responsibility:
Serve as a dedicated point of contact for escalated credit control complaints, ensuring partners feel heard and valued
Investigate complex cases, analyse account histories and determine appropriate resolutions
Handle complaints verbally and in writing, maintaining clarity, accuracy and compliance with internal communication principles
Recommend appropriate further action, including write-offs, concessions, or legal escalation, when necessary
Identify recurring issues and propose process improvements to reduce future escalations and risk
Provide insight and feedback to leadership on trends, risk areas and partner experience
Mentor and coach Credit Controllers on complaint handling and best practices, raising standards across the team
Lead by example, demonstrating professionalism, empathy, and excellent service at all times
Requirements:
Experience and confidence resolving escalated issues / disputes with clients over the phone
Experience working with ongoing B2B accounts, with a focus on building and strengthening relationships
Ability to build rapport
Resilience
Ability to gather necessary information and context to support with decision making - presenting cases in a logical manner
Good negotiation skills
Excellent written and numerical skills
Ability to think on your feet and respond to problems
Active listening skills: To understand customer concerns and find appropriate solutions