LISAMARIE REYNOLDS

When I came into Credit Control in January 2025, it was completely new to me and so far it has been a hugely rewarding challenge in my personal development. It has allowed me to understand what happens between a client signing a new agreement, to taking those important payments afterwards.

I have really enjoyed my time so far in Finance, and I feel this has been deeply beneficial to my learning and further development in account management. This role has allowed me to gain huge amounts of confidence in the 'after sale process'.

• Working within an already established Credit Control team.
• Ability to learn new skills and quickly adapt to new software, i.e payment software like Dimensions , Pay suite and Adyen.
• Ability to work with many internal departments like Concerns, Retention and Service to ensure I have a clear understanding of why a client may have stopped paying , for example, service issues.
• Understanding the process and internal procedures when a company goes into liquidation or dissolves.
• Speaking with liquidators and insolvency practitioners and ensuring the company receive the correct information process as per internal process.
• Keeping clear and accurate notes in the relevant places in relation to bad debt clients, pre litigation clients and complaint clients.
• Understanding why businesses stop paying , and being able to coach these clients back to a position where they can pay , for example, carrying out credit checks, providing payment plan options, rescheduling of arrears and wiping client debt.
• Chasing overdue invoices , and keeping log of when the company can expect the payment.
• Answering complex questions relating to invoices, such as making final invoices , and advising client on final payments, settlement fee's and creating up to date account statements.
• Being able to manage a busy work load, especially at the start of the month when invoices are being sent out to clients.
• Ability to have difficult conversations, and to adhere to the company policy of the end goal being , to take the payment.
• Dealing with sensitive information, for example, taking card payments over the phone, setting up client direct debits and allocating payments correctly on the company ledger.
• Processing refunds and processing the correct ledger forms to support our sale ledger team.

• working closely with the Director of Retention and being able to manage my work load timely and effectively.
• Retention of our clients and corporate accounts.
• Working in a fast paced environment.
• Having great organisation skills.
• A clear communicator , and personal understanding of my own progress to targets.
• Account and relationship management.
• Complaints handling and working closely with our complaints team to ensure a fast resolve.
• Booking in client meetings with detailed notes to support our key account managers.
• Using internal programmes such as , Salesforce, OnGuard, Unity , DocuSign , and Client manager.
• Sending Client contracts and following up with clients to ensure they are not left outstanding. ensuring a swift renewal process.
• Dealing with difficult conversations, for example , speaking with some of our most vulnerable clients when they are in financial hardship.
• Pre litigation support and working closely to support our payments team with the chasing of arrears and debt.
• Keeping detailed notes of each account I deal with , and being able to provide a case on each client and where I am at in regards to their renewal or in pre litigation stage
• The end goal of Developing my client relationships and renewing as many clients as possible through careful listening and effective objection handling.

• Onboarding support to our renewal clients, working closely to ensure that each client is called in a timely manner , and ensuring onboarding SLA's are met (calling the client within 2 hours of signing the renewal contract, then booking in their on boarding meeting to ensure the client utilises the service within 2 weeks)
• Being a direct point of contact for my client base, at the end of the phone or an email if they have any service issues, payment problems or just a general question.
• Being able to understand my client and their needs. I believe that client retention comes from being personable.

• Calling potential prospects through personal generation and also working through department reports to find opportunities.
• Supporting our events department with the organisation of company events and supporting the relevant BDM with booking in potential sales after the event.
• working towards personal sales targets
• ensuring 110 outbound dials and 2 hours of talk time are achieved each day
• working in a fast paced and demanding sales department
• Advising clients to keep up to date on changing legislations and advising on basic employment law updates
• Actively participating in group training & ongoing employment law learning webinars
• Ability to listen and learn effectively
• excellent time management and diary organization, efficiently working with salesforce , Microsoft outlook and Microsoft Teams
• Providing helpful solutions based on employment law guidelines.

• Excellent team working skills and focus to be kind and approachable.
• ensuring Customer satisfaction is always met and making sure they are getting a great service.
• Working to store upselling targets (on both food and drink items).
• Being a personable and highly energetic member of the team.
• Quick training ability - Eager to learn new skills whether that be making a new coffee or helping my managers sort staff's annual leave to ensure no short-staffed periods.
• following clear company guidelines on both the preparation of food and drinks, but also in stock taking procedures and ensuring a sparkling clean store at all times.
• Team work and team participation were very important in this role, whether that be in team events or company fund raises for our charity partners and working closely with comic relief.