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The Billing and Collection Specialist plays a critical role in ensuring the accuracy of billing and collection processes. They are responsible for collecting failed payments through customer outreach, managing subscription pauses, and verifying billing accuracy. This position requires strong communication skills, attention to detail, and a commitment to maintaining accurate and up-to-date billing records.
Key Responsibilities:
- Responsible for contacting customers with failed payments through phone calls, emails, or other communication channels.
- Responsible for following up with customers to recover outstanding payments and resolve payment discrepancies.
-Responsible for negotiating and facilitating payment arrangements to bring accounts up to
date.Document all collection activities and maintain accurate records on the CRM (Hubspot).
- Make calls to pause or temporarily suspend subscriptions based on company
policy.Responsible for initiating adjustments and repurposing of assistants as needed to accommodate subscription changes.
- Ensure that both parties (CSM and Supervisor) are notified when a subscription needs to be paused or
canceled.Responsible for auditing credits on Stripe and making sure that credits per account are valid.
- Responsible for approving refunds and maintaining the maximum allowable refunds for the month.
- Responsible for ensuring that customers are billed accordingly based on the plan that they are subscribed for auditing each subscription on Stripe are accurate based on the number of assistants assigned to every account.
- Responsible for ensuring that all new customers are billed as soon as we start services and that accurate discounts are applied to each subscription.
- Ensuring that all canceled subscriptions due to replacement are reactivated as soon as an account restarted.
- Resolve billing discrepancies and disputes promptly.
- Maintain billing recordsProvide a summary of total billings every week and forecast MRR.
- Conduct periodic audits of customer accounts to ensure that they are billed properly and in alignment with the services provided.
- Identify and rectify any errors or discrepancies in billing records.
- Maintain professional and effective communication with customers, providing them with assistance and support throughout the collection and billing process.
- Address customer inquiries and concerns regarding billing and
subscriptions.Stay up-to-date with relevant billing and collection regulations and ensure compliance in all interactions.
- Adhere to company policies and procedures when managing billing and collection activities.
- Generate reports on collection progress, subscription changes, and billing accuracy for management review.
- Provide insights and recommendations for process improvements.
Qualifications:
- College Level or equivalent (associate's degree in finance or a related field is a plus).
- Proven experience as a Billing and Collection Specialist or in a similar role.
- Strong negotiation and communication skills.
- Knowledge of billing, collection laws, and regulations.
- Proficiency in using billing and collection software and financial systems.
- Excellent organizational and time management skills.
- Attention to detail and ability to maintain accurate records.
- Strong problem-solving and analytical skills.
- Ability to work independently and as part of a team.
- Persistence and resilience in dealing with difficult collection cases.
- A commitment to providing exceptional customer service while ensuring billing accuracy and collections efficiency.
₱3,000 - ₱35,000 a month