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.

Similar jobs you might be interested in:

Billing Specialist & Customer Service Retention Manager
Location: Durban
Salary: 45000
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. Y...
28 days ago

Regional Financial Manager
Location: Durban
Salary:
Ready to Lead Finance Across a High-Impact Regional Portfolio?
2 days ago

Regional Finance Manager
Location: Durban
Salary:
Are you a high-impact finance professional ready to step into a leadership role with real regional accountability?
9 days ago

Financial Manager
Location: Durban
Salary:
We are seeking an experienced Financial manager to oversee and enhance the financial health of our ocean parts store. The ideal candidate will be detail oriented, analytical, and passionate about driving financial performance in a retail and inventory focused environment. You will play a key role in budgeting, forecasting, and guiding strategic decisions that support sustainable business growth.
9 days ago

Financial Manager
Location: Durban
Salary:
We are a well-established spares retail and distribution company seeking a highly skilled and experienced Financial manager to join our dynamic team.
13 days ago

Financial Manager
Location: Durban
Salary: 1 000 000
Drive Your Finance Career Forward in KwaZulu-Natal! Are you a finance leader who thrives in a fast-paced environment and loves being at the heart of business performance? Ready to roll up your sleeves, lead a dynamic team, and steer a well-established automotive and wholesale business toward even greater success? If you are nodding “yes,” this opportunity is your next big move!
17 days ago

Financial Manager
Location: Durban
Salary: 1 000 000
Drive Your Finance Career Forward in KwaZulu-Natal! Are you a finance leader who thrives in a fast-paced environment and loves being at the heart of business performance? Ready to roll up your sleeves, lead a dynamic team, and steer a well-established automotive and wholesale business toward even greater success? If you are nodding “yes,” this opportunity is your next big move!
17 days ago

Social Media Specialist
Location: Umhlanga
Salary: 35 000
Umhlanga. Join one of the leading names in the online betting industry as a Social Media specialist. Are you a creative powerhouse with a strategic mindset and an instinct for spotting the next big trend before it breaks? If you live and breathe social media, have a proven record of running impactful campaigns, and know how to build thriving online communities, this is your mom...
23 days ago

Industrial Relations Specialist
Location: Westville
Salary: R35k - 40k per year + Medical Aid, provident Fund
We are looking for an experienced Industrial Relations specialist responsible for managing employee.
6 days ago

Payables Lead and GL Specialist
Location: Durban
Salary:
La Mercy - A leading global retail marketing company seeks a dedicated and skilled Payables Lead to join their Finance Department to manage Accounts Payable and support key financial and month-end activities. The role oversees invoices, payments, GL reconciliations, and process improvements while supervising a small team, ensuring compliance, and maintaining supplier relationships.
8 days ago