Refunds and Billing Specialist

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

📋 Description

• Manage refunds and transfer requests on a daily basis, ensuring a high retention rate of students and cash payments.

• Interact with customers to address their concerns, enhance satisfaction, and foster loyalty.

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

• Actively utilize the CRM to monitor cases and maintain the Refunds Report and Monthly KPI report to refine refund-related processes.

• Participate in weekly production meetings with Program Managers and Instructional Designers to tackle issues and align strategies.

• Oversee the Welcome Back Credits process to re-engage previous customers.

• Manage payment recovery efforts, including addressing failed payments and collecting second deposits, ensuring timely follow-ups and adherence to payment plans.

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

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

• Assist with additional operational tasks as required, promoting smooth workflows and team efficiency.

• Enhance internal processes and propose effective solutions.

⛳️ Requirements

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

• Exceptional phone and email communication abilities, capable of building strong relationships with customers and internal teams.

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

• Strong organizational capabilities with meticulous attention to detail.

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

• **Preferred Qualifications:**

• Experience in Payment Recovery (Billing).

• Familiarity with Chargeback Management.

• Experience handling escalations.

🏝️ Benefits

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

• Exciting Benefits: Take advantage of gym membership reimbursements, mental health benefits, a generous vacation allowance, and complimentary access to all our courses. We prioritize continuous learning for both our customers and our team.

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

• Collaborative Work Environment: Join a team of enthusiastic, like-minded individuals. At ELVTR, collaboration is not just a concept; it’s the foundation of our growth, innovation, and success together.