Jacqueline Ponton

Experience

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  Abbey National Plc

  Jan 1986 - Aug 1998

  Casher - Mortgage Account Credit Conrol Manager

  My main role was of a supervisory capacity in a Mortgage Operations site where over 30,000 mortgage accounts were administered • Credit control of mortgage arrears cases, from one month arrears through to litigation• Prioritising and planning the control of work through the department to ensure targets were met and service standards achieved• Planning and presenting staff training on either a one to one basis or in-group sessions• Processing complex queries and complaints, ensuring that they were bought to a satisfactory conclusion for both the company and the customer • Liaising with Head Office departments, solicitors and other financial institutions• Deputising as Team Manager as and when required• Preparing files for litigation Courses Attended:• Customer Service, Training & Coaching.• Dealing with difficult & demanding customers• Production Control & Problem Solving. • Assertiveness, Influencing & Motivation• Self Development Programme Train the Trainer, Team Building Show less

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  Southnews Newspaper Group

  Sept 1998 - Jun 2001

  Credit Controller

  • The recovery of outstanding debt in respect of newspaper advertising. Managing a l a ledger of approximately 750 accounts• Daily banking / Cash allocation / Placing accounts on stop if necessary• Raising credit notes and invoices• Reconciliation of accounts• Investigating customer complaints• Liaising with sales reps and publishers in respect of customer accounts • Providing excellent customer service for the company both externally and internally Show less

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  Bentley Designs UK Ltd

  Jan 2001 - Jan 2007

  Credit Control Manager

  • Responsible for overseeing a team of credit controllers and accounts juniors• Tight control and effective recovery of outstanding debt.• Managing national accounts and independent retailers credit accounts• Dealing with customer queries• Raising credit notes when applicable• Ensuring invoices were raised correctly and in a timely manner• Cash allocation• Responsible for all aspects of credit insurance from renewal of the policy to insurance claims• Ensuring the company’s directors were fully aware of any potential issues• Placing accounts on stop if necessary, reviewing credit limits, opening of new accounts• Ensuring job procedures are adhered to and that job profiles were reviewed and recorded• Supplying statistical management information on a weekly basis Show less

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  The Royal Bank of Scotland

  Oct 2007 - Jan 2013

  Risk Manager

  • Managing a portfolio of between 150-200 customers with business and personal accounts showing signs of distress. • Set and deliver solutions to address customer problem debt. • Change customer behaviours by both direct and indirect contact with customers• Provide an effective and quality relationship service to customers• Dealing with customer queries• Advising and keeping senior management informed of any potential issues • Effectively covering colleagues portfolios in periods of absence• Minimise the credit risk to the Bank and customer Show less

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  North West Kent College

  Mar 2013 - Jul 2013

  Credit Controller

  Temping position:• Responsible for the recovery of Business and student debtors ledgers• Dealing with queries and complaints. Liaising with tutors as and when necessary• Taking payments by credit card, cash & cheque, by telephone or on a face to face basis• Balancing the cash till at the end of each working day• Producing invoices and credit notes as & when required • Supplying statistical management information on a weekly basis • Keeping the finance director informed of any potential issues• Providing excellent customer service for the company both externally and internally Show less

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  Moat Homes Limited

  Jul 2013 - now

  Customer Accounts Officer

  • Maintaining a portfolio of income recovery cases. Contacting customers by telephone or on a face to face basis in respect of overdue rent. • Fully establish income and outgoings, and the root cause of the financial issues and any other mitigating circumstances. Try to establish if any other vulnerabilities are apparent. • By negotiation build effective relationships with customers an colleagues with the view that they will/want to work with the company.• To resolve customer disputes in liaison with colleagues in other teams including reconciling accounts, escalating service issues etc.• To liaise with housing benefit departments, DWP and other agencies to maximise the collection of income from customer.• Preparing cases for litigation, by completing the required court paperwork.• Attending court hearings on behalf of the company in respect of rent arrears.• To monitor repayment plans with customers that support collection targets and help sustain tenancies/leases were appropriate.• To administer elements of the rent increase process. Show less