Billing Specialist

1 week ago

Durban, KwaZulu-Natal, South Africa Energy At Work Full time
We are seeking a Billing Specialist & Customer Service Retention Manager who will take end-to-end ownership of our billing operations, customer support functions, and client retention strategy.
This is a foundational role, ideal for a self-starter ready to build and co-design the Finance and Customer Support department — including systems, processes, people, and policies — from the ground up. You will play a pivotal role in shaping the operational infrastructure that supports a growing insurance and financial product portfolios.

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.
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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