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

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.

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.