Finance Customer Experience Lead (AI & Collections)

Valenture Institute

Cape Town

On-site

ZAR 420,000 - 650,000

Full time

3 days ago

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Job summary

Valenture Institute is seeking a Finance Advisor to lead the Finance Customer Services function, ensuring professional, compliant customer support, effective collections and continuous improvement. The role serves as the final escalation point for complex matters and oversees AI interventions to improve service delivery, accuracy and operational efficiency.

You will drive QA across AI‑driven communications and finance processes, manage incident responses with IT and Compliance, and report on KPI

Qualifications

Experience in finance customer service or accounts receivable.
Ability to manage escalations and ensure SLA compliance.
Knowledge of AI-driven service tools and risk controls.

Responsibilities

Lead Finance Customer Services: ensure consistent service standards and SLA compliance.
Respond to queries, complaints and account issues via calls and emails.
Own complex, sensitive matters through to resolution.
Oversee AI-assisted interactions and automated finance processes with human review when needed.
Implement QA of AI calls, automated comms and finance workflows; drive continuous improvement.
Oversee collections activities and ensure proper accounting of overdue accounts; issue letters of demand after 60 days.
Investigate and resolve complaints and incidents; collaborate with Finance, IT and Compliance.
Monitor KPI trends (SLA, escalations, QA scores, AI accuracy, overdue debt) and drive process optimization.