Hybrid Senior Finance & Customer Relations Analyst

Genesys Cloud Services Cayman Ltd. - Philippine Branch; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary and benefits

Professional development opportunities

Dynamic collaborative environment

Job summary

The Finance Customer Relations Analyst at Genesys is responsible for managing payment-related cases, coordinating inquiries, disputes, escalations, and service requests within the case management platform. You will liaise with internal stakeholders, customers, collectors, Sales, and resolver groups to ensure timely resolution and a smooth quote-to-cash experience.

You will work cross-functionally to drive issue resolution, improve processes, monitor PO status, and support billing improvements

Qualifications

• Bachelor’s degree in Business Administration, Finance, or an equivalent combination of education.
• 5+ years of total professional experience, including at least 3 years in combined billing and case management.
• Experience in billing, customer service, case management, payment operations, or quote-to-cash processes.
• Hands-on experience using case management platforms such as ServiceNow.
• Strong understanding of billing processes, dispute management, escalation handling, customer support operations, and quote-to-cash workflows.
• Excellent communication, stakeholder management, and problem-solving skills.
• Strong analytical skills with high attention to detail and organizational abilities.
• Ability to manage multiple priorities and escalated cases in a fast-paced environment.
• Proficiency in Microsoft Office applications and reporting tools.

Responsibilities

• Manage and monitor payment-related cases within the case management system.
• Review, triage, assign, and coordinate cases with resolver groups to ensure timely and accurate resolution.
• Proactively monitor and follow up on outstanding customer purchase orders (POs) required for invoicing, payment processing, renewals, and order fulfillment activities.
• Track PO status, maintain accurate records, and escalate as needed.
• Analyze recurring PO-related issues and recommend process improvements to strengthen PO compliance, billing accuracy, and overall quote-to-cash efficiency.
• Act as the primary point of contact for case follow-ups, status updates, and escalations between stakeholders and resolver teams.
• Handle complex or escalated cases requiring detailed investigation, cross-functional coordination, and resolution management.
• Partner with Sales and cross-functional teams within the quote-to-cash process to resolve billing and payment-related concerns impacting customers.
• Work closely with Collections, Billing, Finance, Customer Service, Operations, and Sales teams to improve the overall billing and customer experience.
• Support initiatives to enhance billing processes, customer communication, and operational efficiency to improve customer satisfaction and streamline quote-to-cash operations.
• Provide guidance and support to junior analysts on complex billing inquiries, dispute handling, and case management best practices.
• Assist in resolving escalated concerns from junior analysts and provide recommendations for effective resolution strategies.
• Ensure all case activities, updates, and resolutions are accurately documented within the case management platform.
• Track case aging, identify bottlenecks, and proactively follow up on overdue or high-priority cases.
• Analyze recurring issues and recommend process improvements and root cause solutions.
• Ensure compliance with company policies, service level agreements (SLAs), and operational procedures.

Job description

The Finance Customer Relations Analyst at Genesys is responsible for managing payment-related cases, coordinating inquiries, disputes, escalations, and service requests within the case management platform. You will liaise with internal stakeholders, customers, collectors, Sales, and resolver groups to ensure timely resolution and a smooth quote-to-cash experience.

You will work cross-functionally to drive issue resolution, improve processes, monitor PO status, and support billing improvements