Permanent Billing Specialist & Customer Service Retention Manager | Energy at Work Projects
Job Description
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Energy at Work Projects Vacancies – Billing Specialist & Customer Service Retention Manager
Location: Durban, KwaZulu-Natal
Company: Energy at Work Projects
Job Type: Permanent
Job Sector: Administrative & Customer Support
Job Title: Billing Specialist & Customer Service Retention Manager
Company: Energy at Work Projects
Key Responsibilities
Department Design & Leadership
- Partner with leadership to build the Finance & Customer Support department, including staffing, systems selection, and SOP development.
- Design scalable workflows for billing, retention, missed collections, and client escalation handling.
- Establish reporting, KPIs, and feedback loops to monitor billing health and customer satisfaction.
Billing & Debit Order Management
- Architect and oversee end-to-end debit order processes, including collections, retries, reversals, and reporting.
- Collaborate with debit order providers to ensure technical and financial alignment.
- Administer insurance policy books, reconciling premium payments with policy status.
- Manage missed debit resolution and develop proactive collection strategies.
- Monitor and escalate premium-related issues to maintain policy compliance.
Customer Service & Retention
- Resolve customer inquiries regarding claims, billing, missed payments, and cancellations.
- Build and train a customer support team for inbound and outbound retention workflows.
- Implement data-driven retention strategies for at-risk clients.
- Streamline claims processing by coordinating with underwriters and policy administrators.
Compliance & Process Excellence
- Document billing, retention, and support processes for audits and internal use.
- Ensure POPIA compliance in all customer data handling and communications.
- Support onboarding of new insurance products by ensuring system readiness.
Experience & Skills
- 3+ years in billing, finance operations, customer service, or insurance administration.
- Proven expertise in debit order collection management and process improvement.
- Experience building or scaling support or finance teams.
- Proficiency in CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk).
- Strong analytical, process-mapping, and reconciliation abilities.
- Excellent communication, leadership, and negotiation skills.
Bonus Qualifications
- Background in insurance, claims, or financial services.
- Project management experience.
- Familiarity with tools like DebiCheck, Netcash, Sage, or Xero.
What We Offer
- Competitive salary with performance incentives.
- Flexible work arrangements (Remote/hybrid).
- High-growth role with direct business impact.
- Opportunity to shape a department from the ground up.
- Team culture grounded in integrity, efficiency, and service excellence.
APPLY NOW
How to Apply
To apply for this position, click the “Apply Now” button or follow the specific instructions provided in the job description. Ensure that your CV and supporting documents are up to date and relevant to the position.
Please note: This job posting may be closed at any time by the employer, either due to internal recruitment policies, legal requirements, or once a suitable candidate has been found. We encourage you to apply as early as possible.
Only shortlisted candidates will be contacted.
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