Non-Pay & Billing Specialist – Resolution Expert

Fusion CX; Medellín; On-site; COP 24,000,000 - 36,000,000; Full time

Benefits offered by this job

Competitive compensation

Extra benefits

On-site office

Job summary

Fusion CX is hiring Billing and Customer Support Representatives to assist residential customers of a leading US telecommunications provider with outstanding balances, overdue payments, billing questions, and service interruptions related to non-payment. You will explain account information with empathy and clarity.

Based in Medellín at our Otrabanda Office, this on-site role emphasizes accurate account notes, privacy compliance, and professional handling of sensitive conversations.

Qualifications

• Customer service or contact center experience is required.
• Experience in billing, collections, or payment support is a strong advantage.
• Strong communication and conflict-resolution skills, with the ability to remain calm under pressure.
• Empathy, patience, attention to detail, and effective problem-solving skills.
• Confidence in discussing outstanding balances and payment concerns professionally.
• Ability to follow established procedures and maintain accurate account records.

Responsibilities

• Assist customers with overdue balances, billing inquiries, and payment-related concerns.
• Explain account balances and approved payment or service options clearly.
• Address questions about service interruptions related to non-payment.
• Handle sensitive and difficult conversations with professionalism and respect.
• Resolve concerns where possible and escape disputes through the appropriate process.
• Maintain accurate account notes and follow privacy and payment-handling procedures.

Skills

Customer service experience

Billing/collections experience

Communication skills

Conflict resolution

Empathy and patience

Attention to detail

Follow procedures

Job description

FUSION CX | JOB OPENING Department: Call Center Operations | Category: Billing Support / Customer Service

About the Role

Fusion CX is hiring Billing and Customer Support Representatives to assist residential customers of a leading US telecommunications provider with outstanding balances, overdue payments, billing questions, and service interruptions related to non-payment. You will explain account information and help customers understand available payment or service solutions with empathy and clarity.

Key Responsibilities

• Assist customers with overdue balances, billing inquiries, and payment-related concerns.
• Explain account balances and approved payment or service options clearly.
• Address questions about service interruptions related to non-payment.
• Handle sensitive and difficult conversations with professionalism and respect.
• Resolve concerns where possible and escape disputes through the appropriate process.
• Maintain accurate account notes and follow privacy and payment-handling procedures.

Skills and Qualifications

• Customer service or contact center experience is required.
• Experience in billing, collections, or payment support is a strong advantage.
• Strong communication and conflict-resolution skills, with the ability to remain calm under pressure.
• Empathy, patience, attention to detail, and effective problem-solving skills.
• Confidence in discussing outstanding balances and payment concerns professionally.
• Ability to follow established procedures and maintain accurate account records.

Location: Calle 50 # 64B-19, Medellín, Antioquia, Colombia

What We Offer

• Competitive Compensation: Enjoy a competitive salary package with additional allowances.
• Extra Benefits: Benefit from extra-legal bonuses and performance-based incentives.
• On-Site Work Environment: Work on-site at our Otrabanda Office in a collaborative, energetic environment.

Who Should Apply?

Best suited for candidates with customer service, billing support, or collections experience, preferably in the telecom sector.