Senior Billing & Case Management Analyst

Genesys; Manila; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary

Career growth

Dynamic environment

Job summary

Genesys Manila is seeking a Senior Analyst, Finance Customer Relations to manage payment-related cases and coordinate with Sales, Collections, Billing, and Finance to ensure timely resolution and accurate communication across the quote-to-cash cycle.

You will monitor case aging, triage issues, mentor junior analysts, and work with cross-functional teams on process improvements to reduce revenue leakage and improve customer experience.

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.

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 expedite aging or high‑risk PO issues to appropriate stakeholders to prevent revenue leakage and payment delays.
• 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 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.

Skills

Billing & case management

ServiceNow

Communication

Analytical skills

Multi-tasking

MS Office

Education

Bachelor’s degree in Business Administration, Finance, or equivalent

Tools

Salesforce

Workday

ERP/CRM

Job description

Genesys Manila is seeking a Senior Analyst, Finance Customer Relations to manage payment-related cases and coordinate with Sales, Collections, Billing, and Finance to ensure timely resolution and accurate communication across the quote-to-cash cycle.

You will monitor case aging, triage issues, mentor junior analysts, and work with cross-functional teams on process improvements to reduce revenue leakage and improve customer experience.