Durban: Billing Specialist & Customer Service Retention Manager posted by Energy at Work Projects

February 15, 2026 Jobs in Durban

Energy at Work Projects

Kwazulu-Natal

Business Intelligence

Job Description

About the Role

Energy at Work Projects is seeking an experienced Billing Specialist & Customer Service Retention Manager to join our dynamic team. As a key member of our Department Design & Leadership, you will partner with leadership to build out our Finance & Customer Support department and design scalable workflows for billing, retention, and customer service. You will also be responsible for managing end-to-end debit order processes, handling customer queries, and ensuring compliance with POPIA regulations.

Key Responsibilities

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.
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.
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.
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.

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Requirements

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.

Qualifications

No specific qualifications mentioned.

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Business Intelligence Jobs in Kwazulu-Natal

In Kwazulu-Natal, South Africa, the business intelligence (BI) profession is generally thriving, driven by the increasing demand for data-driven decision-making across various industries. Typically, BI professionals are in high demand to support organisations in extracting insights from large datasets and turning them into actionable information.

Common salary ranges for BI positions in Kwazulu-Natal vary widely depending on factors such as experience, company size, and industry sector. Generally, entry-level BI roles can expect a salary range of R400 000 – R600 000 per annum, while senior roles may command salaries between R800 000 – R1.5 million per annum. However, these figures are only a rough guide, and actual salaries may differ based on individual circumstances.

Common skills for BI professionals in Kwazulu-Natal include data analysis and visualisation tools such as Tableau or Power BI, programming languages like Python or R, experience with database management systems like MySQL or Oracle, familiarity with cloud-based platforms like AWS or Azure, business acumen to understand organisational goals and objectives, and excellent communication skills to present insights effectively. Additionally, knowledge of machine learning algorithms and statistical modeling techniques is often beneficial.

BI roles are commonly found in various industries, including financial services sector, technology industry, manufacturing sector, and healthcare sector. In these sectors, BI professionals play a critical role in supporting business operations by providing data-driven insights that inform strategic decisions.

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Career development opportunities for BI professionals in Kwazulu-Natal are generally excellent, with many organisations offering training and development programs to upskill employees. Typically, BI professionals can expect to move into senior roles such as data science manager or analytics lead, where they will be responsible for leading teams of analysts and driving business growth through data-driven insights. Others may choose to transition into related fields like consulting or academia, bringing their expertise to new contexts and industries.

This information provides general career guidance. Actual salaries and requirements vary by employer.

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