Senior Analyst, Finance Customer Relations

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

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries– moving AI from possibility to production in real-world enterprise environments every day.

Job Title: Senior Analyst, Finance Customer Relations

Department & Team: Receivables Management / Payment Solutions

Reports to: Senior Manager, Payment Solutions

Location: Manila, Philippines

Job Summary

The Finance Customer Relations Analyst is responsible for managing and coordinating customer payment-related cases, including inquiries, disputes, escalations, and service requests, through the case management platform. This role serves as a key liaison between internal stakeholders, customers, collectors, Sales, and resolver groups to ensure timely resolution, accurate communication, and an efficient billing experience across the quote-to-cash process. The analyst will work closely with cross-functional teams to drive issue resolution, improve operational processes, and support effective case management within the Payment Solutions function.

Key Responsibilities

• Manage and monitor payment-related cases, including billing inquiries, disputes, escalations, and service requests within the case management system.

• Review, triage, assign, and coordinate cases with appropriate 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 escal... [truncated for brevity]

• 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.

Qualifications

• Bachelor’s degree in Business Administration, Finance, or an equivalent combination of education.

• Minimum of five (5) years of total professional experience, including at least three (3) years of combined relevant experience in 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.

Preferred Skills

• Experience working with global or cross-functional teams.

• Knowledge of purchase order management, dispute resolution workflows, service management processes, and quote-to-cash operations.

• Ability to mentor or support junior team members in operational processes and escalation handling.

• Continuous improvement mindset with focus on enhancing customer and billing experience.

• Experience working with ServiceNow, Salesforce, Workday or ERP/CRM platforms

What We Offer

• Competitive salary and benefits package.

• Opportunities for professional development and career growth.

• A dynamic work environment that values collaboration and innovation.

#LI-PR1

#LI-Hybrid

Working at Genesys

• AI at enterprise scale– Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future‑ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well‑being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at ••••@genesys.com.

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built‑in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visitwww.genesys.ai.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.