Durban: Billing Specialist & Customer Service Retention Manager posted by Energy at Work Projects
Posted on 2025-07-17 00:00:00
| Employer | Energy at Work Projects |
|---|---|
| Category | Business Intelligence |
| Location | Kwazulu-Natal / Durban |
Job Summary
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.
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.
? What We Offer
- Competitive market salary + performance incentives.
- Flexible working model (remote/hybrid).
- High-growth environment with real ownership.
- Opportunity to build a department from scratch and make a tangible business impact.
- A mission-driven team culture focused on integrity, efficiency, and service.
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