Accounts Payable Helpdesk Specialist

4 weeks ago

Quezon City, Philippines WNS Full time

WNS Quezon City, National Capital Region, Philippines

Accounts Payable Helpdesk Specialist

WNS Quezon City, National Capital Region, Philippines

· College Graduate preferably of Business Administration or Accountancy

· 2-3 years in AP Help desk, AR, logistics, or customer service (call center experience preferred).

· Detail-oriented with ability to prioritize tasks.

· Excellent verbal communication & problem-solving skills.

Job Description:

  • Call & Inquiry Management:
  • Handle 50+ calls daily (total team volume: 200-250 calls/day) regarding payment status, invoice issues, remittance, and account updates. - call volume could me more or possibly less.
  • Address inquiries such as:
  • Payment status & missing payments
  • Rate verifications & disputes
  • Customer remittance requests- this would be Carrier remit request
  • Customer Disputes requests – We don’t dispute items with carriers, but we toggle loads for agent assistance with notes
  • Aging statements & short/overpayment inquiries
  • Agent corrections & setup requests- Please explain thoughts on this one
  • ACH, Quick Pay, and Lumper payment requests- Please elaborate on extent of this item
  • Manage the AP help mailbox and clear voicemails promptly.
  • Investigate and resolve carrier/factor payment disputes, incorrect payments, and claims issues.
  • Escalate complex cases to the Supervisor or onshore team when necessary.
  • Track problem resolution and update carriers promptly.
  • Involve Internal sales agents, inhouse dedicated AR/AP departments supervisor for any disputes pertaining to loads not being paid. -ability to prioritize tasks
  • Documentation & Compliance:
  • Verify and update carrier contact details (email, phone, address).
  • Process NOA/LOR requests, credit forms, and billing adjustments.-do you mean enter billing adjustments req on loads? noa’s and lor’s would be forwarded to the correct team for processing. (factor notice)
  • Handle phishing calls and ensure data security protocols are followed.-identify fraudulent payment requests ie: fraudulent rate confirmations
  • Process Improvement:
  • Identify recurring issues and suggest process improvements.
  • Assist in training new hires by providing real-case examples (10-15 scenarios).
Seniority level
  • Seniority level Associate
Employment type
  • Employment type Full-time
Job function
  • Job function Finance and Accounting/Auditing
  • Industries Business Consulting and Services, Transportation, Logistics, Supply Chain and Storage, and Financial Services

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