Customer Experience Lead: Billing, Collections & Docs

Our Clients; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Our Clients is seeking a Customer Experience Manager to lead accounts management, billing, and customer care operations. You will drive collections, ensure accurate contract documentation, and coordinate loan take-outs with banks and internal teams.

You will supervise a team, improve CSAT, and align with Marketing and Treasury on cash flow strategies, ensuring timely payments and compliant processes across real estate-related activities.

Qualifications

• Bachelor's degree in Accounting, Finance, Business Administration, or related field.
• At least 5 years in billing, collections, documentation, and after-sales support.
• Minimum 2 years supervisory experience managing at least 3 direct reports.
• Experience with loan take-outs, CTS/DOAS documentation, and bank coordination in real estate settings preferred.
• Experience in real estate, property development, healthcare, FMCG, retail, e-commerce, or client-facing roles.

Responsibilities

• Lead daily billing and collection operations, issuing SOAs, tracking payments, and generating receipts.
• Ensure CTS/DOAS, loan take-outs, and titling requirements are complete; coordinate with banks and teams to resolve SLA bottlenecks.
• Coordinate unit turnovers: ensure buyer docs, balances, and loan take-outs are completed; schedule handovers.
• Supervise Accounts Management and Customer Care teams to meet targets and CSAT; resolve escalations within timelines.
• Align with Marketing, Treasury, and Management on collections strategies and policy improvements.

Skills

Communication

Coordination

Problem-solving

Team leadership

Customer care

Education

Bachelor's degree in Accounting/Finance/Business Administration

Tools

Excel

Accounting software

Bank coordination

Job description

Our Clients is seeking a Customer Experience Manager to lead accounts management, billing, and customer care operations. You will drive collections, ensure accurate contract documentation, and coordinate loan take-outs with banks and internal teams.

You will supervise a team, improve CSAT, and align with Marketing and Treasury on cash flow strategies, ensuring timely payments and compliant processes across real estate-related activities.