Settlements Officer

Key Responsibilities:

• Cross-checks invoices and other settlement requirements before finalizing the payments for each account.
• Assists vendors and customers with inbound and outbound calls.
• Coordinates with BDMs, vendors, and other departments to follow up on any missing documents and information required to settle.
• Analyze and solve complex problems/issues raised to the team and resolves them in accordance with relevant policies and procedures.
• Responsible for the daily disbursements, uploading of failed direct debits, and identifying failed transactions related to disbursements.
• Responsible for managing the Settlement process for TESLA.
• Updates and manages our Zendesk templates and settlements promapp.
• Assists in training agents with the new process.
• Helps in onboarding program for new employees.
• Liaise with TL about any identified process, skills, and knowledge gaps.
• Keeping up with the fast-paced environment and process changes.
• Potentially dealing with irate customers.
• Educating customers on our process etc.
• Providing as many solutions to suit the situation

Qualifications:

• Excellent communication and problem-solving skills.
• Keen to go the extra mile for customers; engage, listen and resolve their issues, complaints or concerns.
• Strong attention to details.
• Successfully apply the companys guidelines and procedures to handle each customer interaction creating consistency in our service and also reducing the cost to serve.
• Identify recurring pain points and other trends to suggest improvements to enhance our customer service experience.
• Resolving first-line (level 1) complaints and complex problems posed by our customers.
• Assist with proactive strategies to maintain and increase our customer satisfaction.
• Proactively identify process and system gaps and work with the team and key stakeholders to help develop solutions and improvements.