The Level 1 Billing and Collection Support Team provides a critical role supporting SiteMinder customers on invoice and payment queries as well as accounts receivable collections.
The job is all about….
Customer billing experience - 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
Position ResponsibilitiesSupport the Billing and Collections Support Team Leader to achieve L1 Retail collection targets set by Head OfficeDeliver a positive billing, payment and collection experience for our customersHandle 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 changesEnsure 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 youEscalate and report systematic issues that impact customers or other SiteMinder teams to the Billing & Collection Support Team LeaderAssist with other duties as required by the Billing and Collections Support Team Leader
The ideal candidate will possess; 2-3 years’ experience working in a collections/billing /support / teams in a call centre or contact centre environmentStrong written and oral communication skills English - Multilingual is essential ( EMEA and APAC region)Desirable Finance DegreeAdaptable and willing to learnA working knowledge of Zuora, Salesforce, Tesorio or similar systems is advantageousCustomer-focusedAble to work in a close team environment, where ideas are shared, valued, and discussedThrive in a fast-paced, agile, and dynamic environmentAre helpful, encouraging, and respectful to team members and everyone they interact with
We encourage people from underrepresented groups to apply
Why join SiteMinder? At SiteMinder, you’ll do the best work of your career. We’re the trailblazers of our industry and our enemy is closed thinking, so you’ll have the chance to be creative and question the status quo. Every day, you’ll have new problems to solve - and meet new people to learn from. We continue to grow rapidly and we’re committed to supporting the learning you need as you grow with us.
What do we look for?
SiteMinder employees are passionate, candid, decisive, accountable, collaborative, communicative and fun. We strive to live up to our five values and we want to work with people who will do the same.