Billing Specialist & Customer Service Retention Manager

Recruiter:

Energy At Work

Job Ref:

JHB000322/CP

Date posted:

Thursday, July 3, 2025

Location:

Durban, South Africa

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 â including systems, processes, people, and policies â 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.

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.

â 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.
Project management experience.
Experience with tools like Debi Check, Netcash, Sage, or Xero.

ð 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.

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