Key Responsibilities

Billing Operations & Customer Support

• Support accurate and timely customer billing activities across multiple billing channels.
• Manage accounts with unique billing requirements, portal submission processes, and supporting documentation.
• Investigate and resolve billing issues impacting invoice delivery, payment, or account accuracy.
• Respond to customer, branch, and internal stakeholder inquiries related to billing activities.
• Support dispute resolution and customer account maintenance activities.

Payment Processing & Cash Application

• Process daily customer payment files and ensure timely posting of transactions within the ERP system.
• Apply customer payments and complete manual allocations as required.
• Investigate unapplied, misapplied, and exception payments and coordinate resolution.
• Support payment-related inquiries from customers, branches, Accounting, and Finance.
• Assist with cheque processing, deposits, and payment administration activities.

Process Improvement & Systems Support

• Identify opportunities to streamline, standardize, and automate billing and payment processes.
• Utilize reporting and performance metrics to identify process gaps and improvement opportunities.
• Support the development and enhancement of reporting tools, dashboards, and KPI measurement.
• Participate in system enhancements, testing activities, and process improvement initiatives.
• Maintain process documentation and support continuous improvement across Billing & Payments.
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