Billing Specialist & Customer Service Retention Manager

SUMMARY:
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.

POSITION INFO:
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.

• 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.

• 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.

• 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.

• 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.

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

• 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.