Maria Hickey

Payment and credit control professional with over 15 years' experience owning customer-facing payment operations in a high-volume, multi-system environment. Strong background across direct debit, card, cheque and bank transfer processing, BACS reporting, reconciliations, refunds, invoicing/credit control support, audits and month-end allocation. Confident investigating complex payment cases across systems and stakeholders, using reporting and trend analysis to improve accuracy, maximise collections and reduce repeat issues.

Warm, calm and customer-focused leader who balances customer judgement with compliance, audit standards and revenue protection.

Transactions Team Leader - Daisy Communications

(2011-07)

• Lead a team of five payment administrators, ensuring the smooth daily running of transaction activity and customer payment workflows.
• Own day-to-day payment operations across direct debits, card payments, cheque payments and direct bank payments, ensuring funds are allocated to the correct customer accounts.
• Manage direct debit collections, daily bank file submissions and AUDDIS instructions, ensuring files are accurate, timely and active for collection.
• Investigate payment exceptions and failure patterns by reviewing BACS reports, bank information, account records and system data to reach accurate outcomes.
• Process ADDACS, AUDDIS, ARUDD and DDICA reports daily to keep instructions up to date, reduce repeat issues and maximise successful collection.
• Complete daily reporting on direct debit figures, using payment data to monitor collection performance, identify trends and highlight operational risks.
• Complete bank reconciliations and month-end allocation checks to ensure payments received are correctly recorded and accounted for.
• Process customer refunds and intercompany payments in line with internal controls and audit expectations.
• Partner with the Finance Director and finance teams during company acquisitions, supporting bulk direct debit transfers and ensuring customer portfolios are ready for first collection within agreed timelines.
• Work closely with project and system integration teams, helping define operational requirements, prioritise actions and embed new processes across the business.
• Support compliance with company audits through accurate reporting, clear records and effective communication with finance stakeholders.
• Recruit, train, supervise and develop team members through interviews, appraisals, one-to-ones and ongoing coaching.

Direct Debit Administrator - Daisy Communications

(2009-10 - 2011-06)

• Managed direct debit set-up, amendments and cancellations from customer mandates and account requests.
• Downloaded, checked and applied ADDACS, ARUDD and AUDDIS reports from the bank to keep customer direct debit instructions current and compliant.
• Completed daily bank reconciliation, imported direct debit files and processed refunds accurately.
• Investigated unpaid or rejected direct debits, account mismatches and customer payment queries, updating records to support future collections.
• Covered the supervisor role when required and supported the training of new colleagues on direct debit processes and compliance expectations.

Office Manager / PA - Blackburn Rovers Community Trust

(2009-01 - 2009-08)

• Managed customer payments, sales ledger activity, outstanding invoices, petty cash and fund allocation.
• Compiled weekly financial statements to account for income received and support accurate financial oversight.
• Liaised with clients, organised bookings and events, managed office administration and attended meetings on behalf of the manager when required.
• Handled customer enquiries in person and over the telephone, maintaining a professional and helpful approach.

Payments Consultant - HML

(2006-08 - 2008-12)

• Managed customer mortgage payment queries across direct debit, bank and cheque payment routes.
• Signed off direct debit collections, applied unpaid direct debits to customer accounts and posted payments accurately.
• Actioned BACS reports relating to bank account changes, cancellations, amendments and reinstatements.
• Compiled reconciliation spreadsheets for collected and rejected direct debits, supporting accurate payment tracking and exception management.
• Processed indemnity claims received from banks and resolved general customer account payment queries.

NVQ Level 2 Team Leading (2013-04)

Direct Debit Scheme Training Course (2010-10)

NVQ Level 2 Customer Service Apprenticeship (2005-08 - 2006-08)

AS Levels - Law, Psychology, Sociology - Burnley College (2000 - 2002)

GCSEs - English Literature & Language, Math's & Statistics, History, Science, German, Food technology - Ivy Bank High School (1995 - 2000)