Billing and Collections Analyst

What you'll do...

• Deliver a positive billing, payment and collection experience for our customers. Handle customer queries and issues (chat,calls and cases) within agreed service levels and resolve at quality expected by our customers. Escalate complex customer issues to Level 2 Billing teams and B&C Support Team Leader as required. Collections – Timely and effective collection of retail debt, maintaining contact with customers to ensure invoices are clear for payment and to achieve cash collection targets set by the Head Office.
• Quality – Ensure accurate and timely processing of customer requests through live chat and voice calls such as pricing dispute, copy of contracts , cancellation of service and self -service support
• Systems– Ensure CRM , billing and collection systems customer data is maintained
• Support the Billing and Collections Support Team Leader to achieve L1 Retail collection targets set by Head Office
• Deliver a positive billing, payment and collection experience for our customers
• Handle customer queries and issues (cases) within agreed service levels and resolve at a quality expected by our customers via chat and voice calls
• Support Autopay adoption for all Retail customers
• Retrieve missing customer remittances for payments that have been received Support the SiteMinder Sales, Service Delivery and Customer Success team on changes or issues to accounts
• Ensure timely processing of customer requests such as cancellation of services, currency changes
• Ensure collections action (i.e. reminders, suspensions) are processed and conducted within policy
• Ensure CRM and billing system customer data is kept up to date
• Continually share ideas and knowledge with the team, to up skill yourself and others around you
• Escalate and report systematic issues that impact customers or other SiteMinder teams to the Billing & Collection Support Team Leader
• Assist with other duties as required by the Billing and Collections Support Team Leader

What you have...

• Experience working in a collections/billing /support / teams in a call centre or contact centre environment
• Strong written and oral communication skills English + (Spanish is a bonus)
• Desirable Finance Degree
• Adaptable and willing to learn
• A working knowledge of Zuora, Salesforce, Tesorio or similar systems is advantageous
• Customer-focused
• Able to work in a close team environment, where ideas are shared, valued, and discussed
• Thrive in a fast-paced, agile, and dynamic environmentAre helpful, encouraging, and respectful to team members and everyone they interact with