Billing Specialist & Customer Service Retention Manager

Energy at Work Projects; Durban; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading company in the insurance and financial sector is seeking a Billing Specialist & Customer Service Retention Manager to build and manage their Finance and Customer Support department. This pivotal role involves overseeing billing operations, customer support functions, and ensuring compliance while contributing to a growing team culture focused on integrity and service.

Benefits

Competitive market salary + performance incentives

High-growth environment with real ownership

Opportunity to build a department from scratch

Mission-driven team culture

Qualifications

• 3+ years in billing, finance operations, customer service, or insurance administration.
• Proficiency in using CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk).
• Proven ability to manage and improve debit order collection systems.

Responsibilities

• Build and co-design the Finance and Customer Support department.
• Handle and resolve customer queries related to claims and billing.
• Implement retention strategies for clients at risk of lapsing.

Skills

Analytical skills

Leadership

Negotiation

Process mapping

Reconciliation

Customer service

Tools

CRM systems

Ticketing systems

Job description

We are seeking a Billing Specialist & Customer Service Retention Manager who will take end-to-end ownership of our billing operations, customer support functions, and client retention strategy.

This is a foundational role , ideal for a self-starter ready to build and co-design the Finance and Customer Support department — including systems, processes, people, and policies — from the ground up. You will play a pivotal role in shaping the operational infrastructure that supports a growing insurance and financial product portfolios.

Key Responsibilities

• 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.
• 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

Experience & Skills :

• 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 if you have :

• Insurance, claims, or financial services background.
• Experience with tools like Debi Check, Netcash, Sage, or Xero.

What We Offer

• Competitive market salary + performance incentives.
• 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.

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