Billing and Risk Mitigation Associate

Web.com Canada, Inc.; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

Web.com Canada, Inc. in Cebu City, Philippines is seeking a customer service billing specialist to handle account disputes, refunds, and fraud checks.

You will work with payment gateways such as WorldPay and PayPal, ensure invoices are marked paid, and coordinate with Treasury and Cebu Accounting. The ideal candidate has at least 1 year in customer service, 6 months in billing or fraud, and college-level education.

Qualifications

• Minimum 1 year experience in customer service.
• At least 6 months experience in billing and/or fraud.
• College level or higher.

Responsibilities

• Resolve payment disputes, refunds, fraud checks, and billing errors accurately.
• Ensure invoices are marked paid after clearance (cheque/bank transfer).
• Coordinate with SG Treasury and Cebu Accounting for unsettled payments.
• Communicate with customers professionally via phone and email.
• Escalate system issues and fraud with proper prioritization.
• Maintain confidentiality of customer information and data.

Skills

Communication skills

Attention to detail

Confidentiality

Problem solving

Education

College level

Tools

Pega

Genesys Cloud

WorldPay

PayPal

Other gateways

Job description

Who we are.

Newfold Digital is a leading web technology company serving millions of customers globally. Our customers know us through our robust portfolio of brands. We have some of the industry's most prominent and storied go-to-market brands, including Bluehost, HostGator, Domain.com, Network Solutions, Register.com and Web.com. We help customers of all sizes build a digital presence that delivers results. With our extensive product offerings and personalized support, we take pride in collaborating with our customers to serve their online presence needs. The strength of our company lives in the intersection of our people, our customers, and our brands.

What you'll do & how you'll make your mark

• Ensures that all account related specific issues including but not limited to payment disputes, refunds, fraud checks and any related system billing errors are accurately and effectively handled.
• Ensures that the correct invoices are mark as paid when cheque or bank transfer payments are already cleared.
• Works proactively with both SG Treasury and Cebu Accounting for unsettled cheque or bank transfer payments.
• Understands and follows the processes and guidelines in handling disputes and fraudulent transactions.
• Analyzes transaction in payment gateways for possible undercharge and overcharge, and conducting appropriate action.
• Informs customer in a professional manner with possible underpayment and collects the right amount.
• Accurately completes special task given accurately and in timely manner.
• Provides excellent service and support to our customers in all means of communication including phone and email.
• Deals with all forms of enquiries politely and professionally while always keeping our company reputation in front of mind.
• Responds promptly to the needs of the customer through emails, tickets, and phone calls and always doing the best to solve any issues related to customer account's responsibility.
• Escalates system bugs, serious and complicated issues with the ability of properly setting appropriate prioritization.
• Communicates and coordinates effectively with other team members and internal departments.
• Determine existing fraud trends by analyzing customers account information.
• Works collaboratively and closely with Team Leaders, Support Managers and training staff.
• Ensures confidentiality of customer's information during account verification
• Provides real time updates to team leader for any changes in the process.
• Ensures that an unpaid invoice will be created for unpaid products and services.
• Reports possible fraudsters to Team Leader so that appropriate action will be performed.

Who you are & what you'll need to succeed.

• Must have at least 1 year experience in Customer Service.
• At least 6 months experience in billing and/or fraud.
• At least college level.

Other Responsibilities

• Renders work hours with flexibility when required.
• Dresses appropriately and always presents a good image for the company.
• Conducts business in alignment with the company's core values.
• Complies with the different policies set by the company.
• Ensures that our company always conducts business in an ethical manner without putting anyone in a position of risk.
• Performs other duties and responsibilities that may be assigned by Management from time to time.

Security & Risk Responsibilities

• Conducts all activities in line with the organisation's policies, processes and guidelines with respect to customer privacy, security, data protection, organisational strategy, security, legal and regulatory requirements
• Appropriately handles all confidential company and client information
• Reports any discovered breaches of confidentiality or policy (internal or regulatory) to management
• Reports any discovered vulnerabilities in internal or third-party systems
• Ensures reported vulnerabilities, breaches of confidentiality and breaches of policy (internal or regulatory) is actioned or escalated

Demonstrated Skillset

• Must have knowledge in tools usage and navigation including Pega, Genesys Cloud, WorldPay, PayPal and other payment gateways.
• Must have basic skills using MS Office Tools such as Excel and Word
• Preferably with basic domain and web hosting technical knowledge and skills
• Must have excellent verbal and written communications skills
• Must have good customer service skills
• Must have excellent complaint handling skills
• Must have strong reasoning, problem-solving and analytical skills
• Must be trustworthy and able to maintain confidentiality of customer account information.
• Must be detail-oriented and able to manage multiple tasks effectively.
• Must be pro-active in providing suggestions to improve current processes.

Why you'll love us.

Work-life balance . Our work is thrilling and meaningful, but we know balance is key to living well.We celebrate one another's differences. We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employ