Refunds and Billing Specialist

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

📋 Description

• Manage refund and transfer requests on a daily basis, ensuring a high retention rate of saved students and collected funds.

• Interact with customers to address issues, enhance satisfaction, and promote loyalty.

• Promptly address chargeback cases across US, UK, and APAC markets, supplying necessary documentation and resolutions.

• Actively engage with the CRM to monitor cases and keep the Refunds Report and Monthly KPI report up to date to enhance refund-related processes.

• Participate in weekly production meetings alongside Program Managers and Instructional Designers to tackle concerns and align on strategies.

• Oversee the Welcome Back Credits initiative aimed at re-engaging former customers.

• Supervise payment recovery efforts, including failed payments and second deposit collections, ensuring timely follow-ups and adherence to payment plans.

• Address and resolve student billing inquiries, delivering clear, accurate, and efficient support.

• Conduct monthly cross-functional meetings to evaluate the overall situation, identify trends, and suggest process enhancements.

• Provide assistance with additional operational tasks as required, ensuring seamless workflows and team effectiveness.

• Enhance internal processes and propose solutions.

⛳️ Requirements

• Minimum of 2 years of experience in sales, customer service, refunds handling, or a related field.

• Exceptional communication skills via phone and email, with the ability to forge strong relationships with customers and internal teams.

• Proactive problem-solver with a focus on customer satisfaction.

• Strong organizational abilities with keen attention to detail.

• Proficiency in CRM systems (e.g., Salesforce, HubSpot) and sales analytics tools.

• **Nice-to-haves:**

• Experience in Payment Recovery (Billing).

• Familiarity with Chargeback Management.

• Experience dealing with escalations.

🏝️ Benefits

• Competitive Salary and Bonuses: We recognize your commitment and expertise, offering a competitive salary along with performance-based bonuses.

• Exciting Benefits: Enjoy reimbursements for gym memberships, mental health benefits, a generous vacation allowance, and complimentary access to all our courses. We believe in continuous learning for both our customers and our team.

• Remote Work: Enjoy the flexibility of working remotely, allowing you to create a work-life balance that suits your personal needs.

• Collaborative Work Environment: Join a team of dedicated, like-minded individuals. At ELVTR, collaboration is more than just a term; it’s the foundation of our growth, innovation, and collective success.