CPT-9365 Billing Specialist at 20four7VA

IMPORTANT NOTE: If you have already passed the 20four7VA Recruitment Process after the Final Interview, or you have been hired by a 20four7VA Client before, make sure that you are applying via the 20four7VA Team Portal, for faster processing of your application. You will be logging in using your 20four7VA email address. If you have just logged in to the Team Portal, please continue reviewing the Job Description below.

You don't need to type all the information in the application form, upload your resume first and see the magic!

If you are interested in the job, click APPLY TO POSITION.

********************************************************************

CPT-9365 Billing Specialist

REQUIRED SERVICE: Business Support VA
REQUESTED EXPERIENCE TIER LEVEL: Entry, Junior, Senior, Advanced
MIN. HOURS/WEEK: 20 hours (3 weeks training), then 40 hours (full-time) after
SHIFT TIME ZONE: EST
SHIFT HOURS: Monday-Thursday 7 AM ET-12 AM ET (training)
Monday-Friday 9 AM ET-5 PM ET (regular schedule)
SHIFT DAYS: Monday-Friday
Number of VAs: 1

GENDER PREFERENCE: N/A
LANGUAGES SPOKEN/PREFERENCE: English
ACCENT PREFERENCE: Neutral
REGION PREFERENCES: N/A

The Billing Specialist is responsible for managing the entire billing process for a member, from charge creation to payment collection. From onboarding a new member, to membership cancellation and suspension. This role ensures accurate transactions and timely collection of outstanding balances, while maintaining positive customer relationships and up-to-date records in the company's CRM system.

Billing Responsibilities

• Process payments and set up recurring transactions based on product or service usage, subscription plans, and contractual agreements.
• Review and reconcile customer accounts, identifying any discrepancies or irregularities in billing.
• Monitor and track payments, following up on overdue balances and taking necessary actions to resolve delinquent accounts.
• Collaborate with the Bookkeepers and Billing Managers to address billing inquiries, resolve disputes, and provide exceptional customer support.
• Update and maintain accurate customer information in the CRM system, ensuring proper documentation of billing activities and communications.
• Prepare and analyze reports related to billing, revenue, and outstanding balances to identify trends and optimize the billing process.
• Assist in the development and implementation of policies and procedures related to billing, collections, and account management.
• Ensure compliance with all relevant financial regulations, industry standards, and company policies

Customer Service Responsibilities

• Respond to customer inquiries related to billing, invoicing, and payment processing through phone, email and chat support channels.
• Assist customers in resolving issues related to their accounts, such as discrepancies in billing or payment information.
• Process payments, update billing information, and provide customers with receipts and confirmation of payments.
• Work closely with the billing and payment processing teams to ensure timely and accurate processing of invoices and payments.
• Handle customer complaints and concerns with empathy and professionalism and provide solutions that meet the needs of the customer and the company.
• Maintain accurate and detailed records of customer interactions, including phone calls and chat conversations. Take screenshots of vital information if it doesn’t contain customer payment information.
• Collaborate with other customer service representatives and teams to ensure a consistent and positive customer experience.
• Continuously update knowledge of the company's products, services, and policies related to billing, invoicing, and payment processing.
• Respond to customer feedback and use it to improve the overall customer experience.
• Strive to meet or exceed customer satisfaction and service level goals for phone and chat support channels.

Qualifications

• High school diploma or equivalent; an associate or bachelor's degree in accounting, finance, or a related field is preferred.
• Proven experience in billing, accounts receivable, or a similar role.
• Strong attention to detail and excellent organizational skills.
• Proficient in Microsoft Office Suite, especially Excel, and experience with CRM software.
• Basic understanding of accounting principles, financial regulations, and industry standards.
• Excellent communication and interpersonal skills, with a customer-focused mindset.\
• Ability to work independently and as part of a team in a fast-paced, deadline-driven environment.

Key performance indicators (KPIs) and statistics

• Billing Accuracy Rate: The percentage of error-free invoices issued to customers. A high accuracy rate indicates effective billing processes and reduces the likelihood of disputes or delayed payments.
• Days Sales Outstanding (DSO): The average number of days it takes to collect payment from customers after invoicing. A lower DSO implies a more efficient collections process and faster cash inflow.
• Collection Efficiency Index (CEI): A ratio that measures the effectiveness of collections efforts by comparing the amount collected to the total amount of receivables. A higher CEI indicates better collections performance.
• Percentage of Overdue Invoices: The proportion of outstanding invoices that are past their due date. A lower percentage suggests effective follow-up and collections processes.
• Customer Response Time: The average time it takes to address and resolve customer billing inquiries or disputes. Faster response times indicate better customer service and can contribute to higher customer satisfaction.
• First Contact Resolution Rate: The percentage of customer billing inquiries or disputes resolved during the first contact with the customer. A higher rate suggests effective problem-solving and communication skills.

Client industry: Administrative and Support Services

Want to work with this amazing client? Apply now and join 20four7VA! Join the remote world, today.

What we offer:

• Competitive rates
• Weekly payments
• Annual rate increase (based on performance)
• Paid time off
• Paid holidays
• Various open roles are available
• Free training and upskilling
• Constant support and guidance from managers and mentors
• Clear schedules and guidelines
• A vibrant community always ready to support you
• And more!