Billing Specialist

The Role

An OTC Specialist Level 3 is responsible for processing customer orders from receipt to fulfillment, including verifying order details, and accurately creating a customer account. Ensuring the accurate and timely creation of invoices and addressing billing-related inquiries. You are also responsible for improving the collections process to recover outstanding debts while maintaining positive customer relationships. It is a senior-level position responsible for managing the most challenging and high-value accounts within Billing and Collection as well as providing leadership and guidance to junior billing staff. The ideal candidate should have strong communication and negotiation skills, be detail-oriented, data-driven, reporting, and able to work in a fast-paced environment. This position is crucial in maintaining the financial health of an organization and customer satisfaction through

What You Will Do

Order Management:

Receive Orders via Client process in Sales Force upon customer signature and validation of sales

Create and deliver order confirmation upon validation of agreed terms and individual agreements

Check of created access rights

Clarify technical issues regarding access to the applications provided by our customers

Check the correctness and activate the interface’s setup

Edit and implement price changes and price increases

Modify price groups and items within price groups

Activate new Customer's contract

Create/deactivate test accounts

Process of partial and full cancellations

Capture of customers and contacts in the Sales Force

Agreement revisions that are on status "on hold"

Project workings by mass update done on the customer's level

Support customer migration for new products or platforms

Verification of data correctness in test environments

Billing:

Generate, review, and process all invoices with precision and adherence to timelines.

Ensure that invoices are accurate, complete, and strict compliant with company policies and relevant regulations.

Include and verify all necessary information on invoices, such as itemized charges, pricing, discounts, taxes, and payment terms. Scrutinize billing data for completeness and precision.

Process special billing requests and adjustments.

Address billing discrepancies and resolve billing-related issues

Address customer inquiries and concerns related to their bills within KPIs

Collaborate closely with the key stakeholders and customer support team to resolve billing-related issues.

Identify and report any system issues or areas for improvement.

Analyse billing data to identify trends, potential issues, and areas for improvement.

Prepare reports on billing activities as necessary.

Present findings to management for decision-making.

Maintain well-organized records of invoices, billing adjustments, and client communications.

Prepare and submit reports summarizing billing activities as needed.

Identify areas for process improvement within the billing function and proactively propose solutions.

AR Collections:

Communicate with customers through various channels, including phone, email, and written correspondence, regarding complex issues, addressing concerns, resolving disputes, and negotiating payment arrangements. 

Provide excellent customer service while dealing with customers, answering their questions, and addressing concerns professionally and courteously.

Handle the most complex and high-value delinquent accounts, making decisions regarding the best approach to maximize recovery.

Monitor, track, and document all communications, agreements, and payment activities.  Communicate with internal stakeholders, such as sales and customer service teams, to resolve customer issues and ensure timely payment.

Negotiate with customers to reach mutually acceptable solutions, which may involve offering settlements, discounts, or extended payment terms.

Maintain detailed and accurate records of all collection’s activities, ensuring compliance with legal and regulatory requirements.

Provide regular updates on collection activities and account status to management.

Determine when to escalate delinquent accounts to a higher level of collections or recommend legal actions, as necessary. Identify and escalate high-risk accounts to management for further action.

Determine when to escalate delinquent accounts to a higher level of collections or recommend legal actions, as necessary. Identify and escalate high-risk accounts to management for further action.

Data Analysis:

Analyze customer accounts to identify trends and payment behaviors, making data-driven decisions to improve collection strategies.

Analyze billing data for inconsistencies, anomalies, and emerging trends.

Recommend enhancements to billing processes and assist in implementing changes when necessary.

Proficiently use billing software, accounting systems, and spreadsheet tools to streamline billing processes.

Identify and recommend software improvements or updates to enhance efficiency

Reporting:

Generate and analyze collection reports to assess the effectiveness of collection efforts.

Provide insights for process improvement. 

Provide regular updates to management.

Compliance:

Ensure all collection activities adhere to relevant laws and regulations governing collections activities, such as the Fair Debt Collection Practices Act (FDCPA).

Stay informed about relevant laws, best practices, and regulations related to billing and taxation.

Ensure that billing practices comply with local, state, and federal tax laws.

Implement internal controls to maintain data security and confidentiality.

Ensure strict adherence to regulatory and industry standards in billing practices.

Assist in preparing financial reports associated with billing.

Training and Support:

Provide guidance, training, and mentorship to junior collection staff (Level 1 and 2), offering expertise on complex cases and best practices.

What You Will Bring

Qualifications:

To excel in this role, an individual must successfully execute each crucial task. The outlined requirements below are indicative of the requisite knowledge, skills, and abilities. Appropriate accommodations may be provided to empower individuals with disabilities to fulfill essential functions.

bachelor’s degree in finance, business, or a related field (or equivalent experience).

Several years of relevant experience in OTC, with a significant portion at the Level 2 or highly specialized level.

In-depth knowledge of relevant laws and regulations governing collections activities.

Familiarity with basic accounting principles

Proficiency in using collection software and Microsoft Office applications, especially Excel and data analysis tools.

Experience with collections software or enterprise resource planning (ERP) systems is a plus.

Required Skills and Abilities:

Experience with OTC functions and processes.

Strong negotiation and communication skills.

Exceptional problem-solving and analytical skills.

Attention to detail, accuracy, and organizational skills.

Ability to work well under pressure, meet deadlines, and make sound judgments.  Ability to prioritize tasks and work in a fast-paced environment.

Willingness to learn and follow established procedures.

Ability to work collaboratively as part of a team.

Excellent communication and interpersonal skills.  Able to communicate clearly and effectively, verbally, in writing, and by electronic communications with both internal and external clients.

Excellent customer service skills.

Ability to lead, coach, and mentor an individual or team.

Multi-lingual is preferred.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required to sit for extended periods of time.

Required to wear a telephone headset to interact with clients and/or associates over the phone for 7+ hours a day.

Required to type for extended periods of time.

Required to work with digital displays for 7+ hours a day.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work from the office or remote.

Ability to work hours as dictated by the project.

ACCOUNTABILITY

This position does not have subordinates.

Decisions are escalated to a senior level.

It is impossible to list every requirement or responsibility of, any position.  Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time.  Therefore, the above job description is not comprehensive or exhaustive.   The Company reserves the right to adjust, add to or eliminate any aspect of the above description.  The Company also retains the right to require all employees to undertake additional or different job responsibilities, when necessary, to meet business needs.