Billing Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Analyze billing information from courier and carrier partners to identify any discrepancies.

• Verify charges against contracted rates, surcharges, and billing agreements.

• Detect incorrect rates, underreported parcel data, seasonal surcharges, and extra fees.

• Assist in generating additional charges or invoices as per established procedures.

• Investigate and resolve standard billing discrepancies.

• Escalate issues related to billing, systems, high-risk scenarios, fraud, revenue, legal, regulatory, and complex customer concerns to the Accounting Operations Manager.

• Ensure accurate records are maintained for billing, adjustments, investigations, accounts, disputes, and recovery.

• Address customer inquiries regarding billing and payments via email and phone.

• Clarify invoices, charges, surcharges, payment obligations, and services offered.

• Investigate customer billing disputes and coordinate with courier partners.

• Monitor outstanding balances and follow up on overdue invoices, unpaid charges, and payment commitments.

• Negotiate payment plans within the company's approved guidelines.

• Identify problematic debtors and assist with reporting on aged debt and revenue recovery.

• Liaise with external debt collection agencies as needed.

• Submit and follow up on carrier disputes while collecting supporting documentation.

• Monitor fraud rules, alerts, account activities, potential fraud orders, misdeclared shipments, and unusual behavior.

• Prepare regular reports on billing, debt, and revenue recovery.

• Identify recurring billing issues or trends and report them to management.

• Support daily billing operations alongside the Accounting Operations Manager and Australian teams.

• Assist Customer Service, Sales, and other internal teams with billing inquiries.

• Forward relevant sales leads to the Sales Team.

• Contribute to initiatives focused on billing, revenue recovery, systems, and process enhancements.

• Support the transition of routine billing tasks to the BPO team.

• Adhere to established processes, procedures, and escalation protocols.

⛳️ Requirements

• A minimum of 2 years experience in billing, accounts receivable, revenue recovery, collections, customer service, or a related field.

• Strong attention to detail and accuracy.

• Excellent analytical and problem-solving abilities.

• Capability to investigate discrepancies and suggest appropriate solutions.

• Proficient computer skills and experience with online systems and business applications.

• Ability to manage various tasks and meet deadlines effectively.

• Capacity to work independently while also contributing to a team environment.

• A proactive mindset and readiness to take initiative.

• Sound judgement with the ability to discern when issues need escalation.

• Competence in handling challenging or emotional customer situations professionally.

• Strong negotiation and conflict-resolution skills.

• Understanding of billing, collections, or complaint handling is advantageous.

• Familiarity with debt collection regulations and requirements is preferred.

• Ability to maintain confidentiality, data integrity, and uphold ethical business practices.

• Clear and professional verbal communication skills.

• Ability to compose clear, concise, and professional emails, reports, and account documentation.

• Active listening skills and a strong customer service orientation.

• Ability to negotiate outstanding balances and payment arrangements within established guidelines.

• Capacity to manage billing disputes in a calm and constructive manner.

• Ability to collaborate with the BPO team, the Australian Accounting Operations function, and other departments.

• Flexibility to adapt to changing priorities, processes, and workload demands.

🏝️ Benefits

• Full-time employment.

• Dayshift schedule.

• Remote work arrangement.

• Diverse, inclusive, and equitable workplace.

• Professional and collaborative work environment.

• Opportunities for continuous learning, growth, innovation, and impact.