Billing Specialist & Customer Service Retention Ma

Key Responsibilities Department Design & Leadership

• Partner with leadership to build out the Finance & Customer Support department , including staffing, systems selection, and SOP development. • Design scalable workflows for billing, retention, missed collections, and client escalation handling. • Set up foundational reporting, KPIs, and feedback loops to track billing health and customer satisfaction. Billing & Debit Order Management

• Architect and manage end-to-end debit order processes , including collections, retries, reversals, and reporting. • Liaise with debit order service providers and ensure technical and financial alignment. • Administer insurance policy books with accurate reconciliation of premium payments vs. policy status. • Oversee missed debit resolution and develop proactive collection strategies. • Track and escalate premium-related issues to ensure policy integrity and compliance. Customer Service & Retention

• Handle and resolve customer queries related to claims, billing issues, missed payments, and cancellations . • Build and train a customer support team capable of managing inbound and outbound retention workflows. • Implement retention strategies for clients at risk of lapsing, using data-driven engagement and objection handling. • Ensure a seamless claims experience by coordinating with underwriters and policy administrators. Compliance & Process Excellence

• Document all billing, retention, and support processes for internal use and audit compliance. • Ensure strict POPIA compliance in all customer communications and data handling. • Contribute to onboarding new insurance products/books, ensuring systems and service readiness. â?? Requirements Experience & Skills:

• 3+ years in billing, finance operations, customer service, or insurance administration. • Proven ability to manage and improve debit order collection systems . • Demonstrated experience in building or scaling a support or finance function . • Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk). • Strong analytical, process-mapping, and reconciliation skills. • Excellent communication, leadership, and negotiation skills. Bonus if you have:

• Insurance, claims, or financial services background. • Project management experience. • Experience with tools like Debi Check, Netcash, Sage, or Xero. ð??? What We Offer

• Competitive market salary + performance incentives.
• Flexible working model (remote/hybrid).
• Hig

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