Permanent Billing Specialist & Customer Service Retention Manager | Energy at Work Projects Vacancies
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
Billing Specialist & Customer Service Retention Manager – Energy at Work Projects
We are hiring a Billing Specialist & Customer Service Retention Manager to lead our billing operations, customer support, and client retention strategy. This is a foundational role for a self-starter ready to build and co-design the Finance and Customer Support department—including systems, processes, and policies—from the ground up. You will shape the operational infrastructure supporting our growing insurance and financial product portfolios.
Key Responsibilities
Department Design & Leadership
- Partner with leadership to build the Finance & Customer Support department, including staffing, system 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 efficiency and customer satisfaction.
Billing & Debit Order Management
- Manage end-to-end debit order processes, including collections, retries, reversals, and reporting.
- Collaborate with debit order service providers to ensure financial and technical alignment.
- Reconcile insurance policy books to maintain accurate premium payment records.
- Oversee missed debit resolution and develop proactive collection strategies.
- Track premium-related issues to ensure policy compliance and integrity.
Customer Service & Retention
- Resolve customer queries related to 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.
- Coordinate with underwriters and administrators to ensure smooth claims processing.
Compliance & Process Excellence
- Document all billing, retention, and support processes for audits and compliance.
- Ensure POPIA compliance in all customer communications and data handling.
- Support onboarding of new insurance products by ensuring system and service readiness.
Requirements
Experience & Skills:
- 3+ years in billing, finance operations, customer service, or insurance administration.
- Proven expertise in managing debit order collection systems.
- Experience building or scaling a support or finance function.
- Proficiency in CRM and ticketing systems (e.g., Salesforce, Zoho, Freshdesk).
- Strong analytical, process-mapping, and reconciliation skills.
- Excellent communication, leadership, and negotiation abilities.
Bonus Qualifications:
- Background in insurance, claims, or financial services.
- Project management experience.
- Familiarity with Debi Check, Netcash, Sage, or Xero.
What We Offer
- Competitive salary + performance incentives.
- Flexible Remote/hybrid work options.
- High-growth environment with real ownership opportunities.
- Chance to build a department and drive business impact.
- A mission-driven culture focused on integrity, efficiency, and service.
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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