Senior Process Associate

Job Summary

The Billing Team’s agent objective is to achieve the billing targets set for his/her group. Following defined invoicing processes to correctly Invoice all outstanding charges at respective dates in such a way that both external and internal customers are 100% satisfied.

Key components of success will include:

• Achievement of monthly/quarterly targets and SLA
• Regular communication to Team Leader 
• Robust escalation process.
• Resilient under pressure and ability to quickly adapt to unforeseen work demands.
• Committed approach to team work.

Key Responsibilities

• Ensure unbilled items are issued in a timely manner in line with targets/SLA’s set.
• Daily validation & clearance of meter reading errors, contract errors, Partner Portal errors which are causing unbilled items.
• Monitoring of billing holds
• CFM activity
• Manual meter reading entry on behalf of customers/Partners
• Idenifying system issues and logging Solution Manger tickets to resolve
• Ensure business targets on billing completeness, quality and timeliness are achieved.
• Driving connectivity to ensure billing quality
• Promote Portal usage – self-service for meter reading entry
• Able to work under pressure and reach targets to the best of your abilities.
• Where problems cannot be personally resolved use judgement to forward issue’s as appropriate and manage their timely resolution.
• Escalate, to the next level, any unresolved billing issue’ s in a timely manner.
• And any ad hoc duties as required.
• To ensure compliance with T&C’s and Business Rules and absolute compliance with corporate guidelines encompassing in particular ethical and financial rules.
• To ensure strict adherence to IC & Sarbox requirements

Skill Requirements

• University Level education (desirable)
• Min of 3 years’ experience of Pan-European OTC Environment
• Proven track record in meeting targets and SLA’s.
• PC literacy, particularly in MS Office (Windows NT).
• Demonstrate a customer focused orientation
• Excellent analytical and problem solving skills.

Other Requirements

• Fluency in (specific language), both written and verbal.
• Results / Target driven
• Self-motivated and willing to learn new skills
• Team Player
• Ability to work on own initiative
• Adaptable to a changing environment & flexible with regard to working patterns
• Excellent communication and negotiation skills
• Excellent Customer Care skills

Computer literate