Customer Billing Specialist

Colombia
Full Time
Student (College)
Position Summary
The Billing Specialist I plays a critical role in protecting the company's revenue while delivering an exceptional customer experience. This position is responsible for managing billing-related transactions, including refunds, dispute alerts, chargebacks, payment investigations, and customer billing inquiries.
The role requires strong analytical thinking, attention to detail, sound judgment, and the ability to manage multiple priorities while maintaining accuracy and compliance with established company procedures. The ideal candidate is able to translate complex situations into structured, repeatable processes and contribute to building scalable operational workflows that improve consistency and efficiency.
The Billing Specialist works collaboratively with Customer Support, Finance, Risk, Operations, and other internal stakeholders to ensure timely resolution of billing matters and accurate financial reporting.

Key Responsibilities
Billing Operations
  • Process customer refunds according to company policies and established procedures.
  • Review and investigate billing inquiries and transactional discrepancies.
  • Monitor dispute alerts and chargebacks through assigned payment platforms.
  • Process billing requests accurately while maintaining detailed documentation.
  • Ensure customer financial information is handled securely and confidentially.

Case Management
  • Manage assigned cases within expected service levels.
  • Prioritize workload based on business impact and urgency.
  • Investigate complex billing situations using available systems and documentation.
  • Escalate cases appropriately when additional review or approval is required.
  • Maintain complete and accurate case records.

Financial Accuracy
  • Verify billing transactions before processing.
  • Identify inconsistencies, trends, or recurring issues affecting billing operations.
  • Support revenue protection by minimizing billing errors and operational risks.
  • Assist with reconciliation activities when applicable.
  • Maintain high levels of data accuracy across all systems.

Cross-Functional Collaboration
  • Partner with Customer Support, Finance, Risk, and Operations teams to resolve billing-related issues.
  • Communicate effectively with internal stakeholders regarding case status and resolution.
  • Participate in team meetings and process improvement initiatives.
  • Share knowledge and best practices with colleagues.

Customer Experience
  • Deliver professional and timely responses to customer billing inquiries.
  • Demonstrate empathy while maintaining compliance with company policies.
  • Balance customer satisfaction with business requirements and financial controls.
  • Contribute to positive customer outcomes through accurate case handling.

Continuous Improvement
  • Identify opportunities to improve billing processes.
  • Report recurring issues and operational risks.
  • Stay informed about updates to billing procedures, payment systems, and internal policies.
  • Participate in training and ongoing development activities.
  • Support the creation, maintenance, and documentation of Standard Operating Procedures (SOPs), process documentation, and other operational resources to promote consistency and knowledge sharing.

Minimum Qualifications
Experience
  • Approximately 1–2 years of professional experience in one or more of the following areas:
Billing Operations, Customer Support, Customer Service, Financial Operations, Payment Processing, Customer Retention involving billing or financial transactions
Equivalent combinations of relevant experience may also be considered.

Education
Bachelor's degree, technical degree, technology degree, or equivalent professional experience in Business Administration, Finance, Accounting, Economics, Customer Service, or a related field is preferred.

Required Knowledge
Candidates should demonstrate knowledge of:
  • Customer billing processes
  • Refund workflows
  • Chargeback management
  • Dispute investigation
  • Revenue protection principles
  • Basic accounting concepts
  • Revenue recognition fundamentals
  • Internal controls
  • Customer service best practices
  • Financial data accuracy
  • Compliance with internal procedures

Technical Skills
Advanced
  • Microsoft Excel
    • Pivot Tables
    • Formulas
    • Data Validation
    • Basic reporting
  • CRM platforms
    • Salesforce
    • Zendesk
    • HubSpot
    • or similar systems
  • Billing and payment processing platforms
  • Case management systems

Core Competencies
Successful candidates demonstrate:
  • Critical Thinking
  • Analytical Skills
  • Problem Solving
  • Attention to Detail
  • Organization
  • Decision Making
  • Accountability
  • Time Management
  • Collaboration
  • Adaptability
  • Customer Focus
  • Professional Communication
  • Confidentiality and Integrity

Language Requirements
  • English proficiency equivalent to C1 or higher.
  • Ability to communicate professionally in written and verbal English.

Success Profile
The ideal candidate:
  • Demonstrates strong ownership of assigned work.
  • Exercises sound judgment when making decisions.
  • Maintains accuracy while working under deadlines.
  • Handles confidential financial information responsibly.
  • Learns new systems and processes quickly.
  • Collaborates effectively across multiple teams.
  • Maintains a customer-focused mindset while protecting company interests.
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