Remote Billing Escalation Specialist — Problem Solver

ArcTern Ventures; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Palmetto is seeking a Customer Billing Escalation Specialist to join our remote team in the Philippines. You will review escalated customer complaints related to installer or sales representations, coordinate with EPCs and customers, and work with CX and CAT to bring issues to resolution.

You should be organized, a clear communicator, and adept at problem solving. Strong data analysis skills and a bias for process improvement will help you identify gaps and drive better billing outcomes for our

Qualifications

• 2–4 years experience in a role demonstrating strategic thinking and problem solving.
• Salesforce experience preferred.
• BS/BA degree preferred.
• Excellent organizational and time management skills.
• Knowledge of construction or solar industry preferred.

Responsibilities

• Review escalated EPC complaints which can come in through our billing subservicer, CX, or directly to Finance Operations and reach out to EPC to provide a background and request an investigation and response.
• Perform review and investigation of EPC complaints through review of EPC response, customer provided information, and review of data within our systems.
• Recommend resolutions based on investigation, including netfunding EPC, customer billing cancellation, or continuing collections.
• Address customer billing complaints related to poor reviews from CX.
• Work with other departments to perform reviews including CX and CAT.
• Bring resolution to investigations through obtaining leadership approval and collaborating with Accounting department.
• Flag EPC and sales rep patterns.
• Make process improvements as needed within department and raise potential opportunities for other groups as identified through reviews.
• Perform ad hoc data analysis on complaints/claims

Skills

Strategic thinking

Problem solving

Communication

Analytical skills

Education

BS/BA

Tools

Salesforce

Job description

Palmetto is seeking a Customer Billing Escalation Specialist to join our remote team in the Philippines. You will review escalated customer complaints related to installer or sales representations, coordinate with EPCs and customers, and work with CX and CAT to bring issues to resolution.

You should be organized, a clear communicator, and adept at problem solving. Strong data analysis skills and a bias for process improvement will help you identify gaps and drive better billing outcomes for our