Billing Specialist & Customer Service Retention Manager

Energy At Work; Durban; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A financial services company in Durban is looking for a candidate to lead the Finance & Customer Support department. You will manage billing processes, resolve customer queries, and build a customer support team. Ideal candidates have at least 3 years of relevant experience and proficiency in CRM systems. The role offers competitive salary, flexible work options, and an opportunity to significantly impact the business.

Benefits

Competitive market salary + performance incentives

Flexible working model (remote / hybrid)

High-growth environment

Opportunity to build a department from scratch

Mission-driven team culture

Qualifications

• 3+ years in billing, finance operations, customer service, or insurance administration.
• Proven ability to manage and improve debit order collection systems.
• Experience in building or scaling a support or finance function.

Responsibilities

• Partner with leadership to build the Finance & Customer Support department.
• Architect and manage end-to-end debit order processes.
• Handle and resolve customer queries related to claims and billing.

Skills

Billing management

Customer service

Analytical skills

Leadership

Negotiation

Tools

Salesforce

Zoho

Freshdesk

Debi Check

Netcash

Sage

Xero

Job description

Key Responsibilities

Department Design & Leadership: Partner with leadership to build out the Finance & Customer Support department, including staffing, systems selection, and SOP development. Design scalable workflows for billing, retention, missed collections, and client escalation handling. Set up foundational reporting, KPIs, and feedback loops to track billing health and customer satisfaction.

Billing & Debit Order Management: Architect and manage end-to-end debit order processes, including collections, retries, reversals, and reporting. Liaise with debit order service providers and ensure technical and financial alignment. Administer insurance policy books with accurate reconciliation of premium payments vs. policy status. Oversee missed debit resolution and develop proactive collection strategies. Track and escalate premium-related issues to ensure policy integrity and compliance.

Customer Service & Retention: Handle and resolve customer queries related to claims, billing issues, missed payments, and cancellations. Build and train a customer support team capable of managing inbound and outbound retention workflows. Implement retention strategies for clients at risk of lapsing, using data-driven engagement and objection handling. Ensure a seamless claims experience by coordinating with underwriters and policy administrators.

Compliance & Process Excellence: Document all billing, retention, and support processes for internal use and audit compliance. Ensure strict POPIA compliance in all customer communications and data handling. Contribute to onboarding new insurance products/books, ensuring systems and service readiness.

Requirements

• 3+ years in billing, finance operations, customer service, or insurance administration.
• Proven ability to manage and improve debit order collection systems.
• Demonstrated experience in building or scaling a support or finance function.
• Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk).
• Strong analytical, process‑mapping, and reconciliation skills.
• Excellent communication, leadership, and negotiation skills.
• Bonus: Insurance, claims, or financial services background.
• Project management experience.
• Experience with tools like Debi Check, Netcash, Sage, or Xero.

What We Offer

• Competitive market salary + performance incentives.
• Flexible working model (remote / hybrid).
• High‑growth environment with real ownership.
• Opportunity to build a department from scratch and make a tangible business impact.
• A mission‑driven team culture focused on integrity, efficiency, and service.