Finance Support Supervisor

5 days ago

Santo Rosario Bulacan, Philippines Remote Employee PH Full time ₱900,000 - ₱1,200,000 per year

Remote Employee BPO has an outstanding opportunity for you

Role: Finance Support Supervisor

Compensation: Competitive Basic Salary

Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, and Night Differential

Work Schedule: 5-day work week, 9:00 p.m. to 6:00 a.m. Philippine Time

Work Setup: WFO (Office-based)

Responsibilities:

  • Monitor and analyze key performance indicators (KPIs) such as response time, resolution time, ticket volume, and customer satisfaction (CSAT) to identify trends and opportunities for improvement.
  • Develop, implement, and maintain standard operating procedures (SOPs) and best practices for logging, assigning, resolving, and escalating customer requests within the CRM system.
  • Ensure data integrity across all systems (SFDC, MIDAS, E10, etc.) by regularly auditing customer contact records, account data, and billing documentation.
  • Manage team workload to balance daily ticket volume (1030 tickets per day per associate) and special projects, ensuring Service Level Agreements (SLAs) are met.

Subject Matter Expertise

  • Serve as the subject matter expert for all common inquiry types, including:
  • Account updates (Bill-To/Ship-To, contacts, platforms)
  • Explanation of Bills and Invoice Mismatches
  • Reactivation, Deactivation, and Data Correction requests
  • Processing of cancellations and Last Service Disconnect Agreement (LSDA) follow-ups.
  • Identify and report recurring system or process issues to management and cross-functional teams (e.g., Billing, Sales) to drive systemic resolution.

Required Experience:

  • Experience: Good to have a minimum of 3 years of experience in a high-volume Finance, Billing, or Customer Support role, with at least 1 year in a supervisory or team lead capacity.
  • Technical Skills: Proficient with CRM systems (e.g., Salesforce, ServiceNow) and enterprise resource planning (ERP) systems. Experience with SFDC, MIDAS, E10, E4SE, or EpicCare is a significant asset.
  • Leadership: Proven ability to lead, motivate, and develop a team to achieve performance targets.
  • Problem-Solving: Exceptional analytical and problem-solving skills with a strong attention to detail and commitment to accurate task execution.
  • Communication: Excellent English written and verbal communication skills, with the ability to communicate clearly and professionally with customers, direct reports, and senior management.
  • Education: Bachelor's degree in Finance, Accounting, Business, or a related field is preferred; an Associate Degree combined with significant relevant experience will be considered.

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