Collections Analyst - Fixed Term Contract

SiteMinder; Manila; Hybrid; PHP 300,000 - 540,000; Full time

Benefits offered by this job

Equity packages

Hybrid work model

Mental health initiatives

Generous parental leave

Paid birthday, study and volunteering

Job summary

SiteMinder, a global hotel commerce platform, seeks a Billing and Collections Analyst to support invoice and payment queries and accounts receivable collections. The role emphasizes collaboration in a hybrid setup, leveraging tools like Salesforce and Zuora to drive accurate, timely billing processes.

You will engage customers via chat and calls, help promote Autopay, and ensure data integrity across CRM and billing systems in a fast-paced environment.

Qualifications

• Excellent written and verbal English communication.
• Experience in billing/collections or support in a call centre environment.
• Adaptable and quick learner in a fast-paced setting.
• Familiarity with Salesforce, Zuora, or similar systems.

Responsibilities

• Deliver collection experience for customers.
• Handle queries via chat and voice within SLA and quality standards.
• Support Autopay adoption for Retail customers.
• Retrieve missing remittances for payments received.
• Process requests like cancellations and currency changes timely.
• Ensure collections actions follow policy (reminders, suspensions).
• Keep CRM and billing data up to date.
• Assist with other duties as directed by team lead.

Skills

Strong English

Billing experience

Team collaboration

Adaptable

Salesforce

Zuora

Tesorio

Tools

Salesforce

Zuora

Tesorio

Job description

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 56,000 hotels in 150+ countries - with over 140 million reservations processed by SiteMinder’s technology every year.

About the Billing and Collections Analyst role...
The Level 1 Billing and Collection Support Team provides a critical role supporting SiteMinder customers on invoice and payment queries as well as accounts receivable collections.

What you'll do...

• Deliver collection experience for our customers

• Handle customer queries and issues (cases) within agreed service levels and resolve at a quality expected by our customers via chat and voice calls

• Support Autopay adoption for all Retail customers

• Retrieve missing customer remittances for payments that have been received

• Ensure timely processing of customer requests such as cancellation of services, currency changes

• Ensure collections action (i.e. reminders, suspensions) are processed and conducted within policy

• Ensure CRM and billing system customer data is kept up to date

• Assist with other duties as required by the Billing and Collections Support Team Leader

What you have...

• Strong written and oral communication skills English

• Experience working in a collections/billing /support / teams in a call centre or contact centre environment

• Adaptable and willing to learn

• Experience with Salesforce, Zuora, Tesorio or similar systems

• Able to work in a close team environment, where ideas are shared, valued, and discussed

• Thrive in a fast-paced, agile, and dynamic environment

• Are helpful, encouraging, and respectful to team members and everyone they interact with

Our Perks & Benefits…

• - Equity packages for you to be a part of the SiteMinder journey
• - Hybrid working model (in-office & from home)
• - Mental health and well-being initiatives
• - Generous parental (including secondary) leave policy
• - Paid birthday, study and volunteering leave every year
• - Sponsored social clubs, team events, and celebrations
• - Employee Resource Groups (ERG) to help you connect and get involved
• - Investment in your personal growth offering training for your advancement