Billing and Collections Analyst

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 34,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

About the Billing and Collections Analyst role...

The Level 1 Billing and Collection Support Team provides a critical role supporting SiteMinder customers on invoice and payment queries as well as accounts receivable collections.

What you'll do...

• Deliver a positive billing, payment and collection experience for our customers. Handle customer queries and issues (chat,calls and cases) within agreed service levels and resolve at quality expected by our customers. Escalate complex customer issues to Level 2 Billing teams and B&C Support Team Leader as required. Collections – Timely and effective collection of retail debt, maintaining contact with customers to ensure invoices are clear for payment and to achieve cash collection targets set by the Head Office.
• Quality – Ensure accurate and timely processing of customer requests through live chat and voice calls such as pricing dispute, copy of contracts , cancellation of service and self -service support
• Systems– Ensure CRM , billing and collection systems customer data is maintained
• Support the Billing and Collections Support Team Leader to achieve L1 Retail collection targets set by Head Office
• Deliver a positive billing, payment and collection experience for our customers
• Handle customer queries and issues (cases) within agreed service levels and resolve at a quality expected by our customers via chat and voice calls
• Support Autopay adoption for all Retail customers
• Retrieve missing customer remittances for payments that have been received Support the SiteMinder Sales, Service Delivery and Customer Success team on changes or issues to accounts
• Ensure timely processing of customer requests such as cancellation of services, currency changes
• Ensure collections action (i.e. reminders, suspensions) are processed and conducted within policy
• Ensure CRM and billing system customer data is kept up to date
• Continually share ideas and knowledge with the team, to up skill yourself and others around you
• Escalate and report systematic issues that impact customers or other SiteMinder teams to the Billing & Collection Support Team Leader
• Assist with other duties as required by the Billing and Collections Support Team Leader

What you have...

• Experience working in a collections/billing /support / teams in a call centre or contact centre environment
• Strong written and oral communication skills English + (Spanish is a bonus)
• Adaptable and willing to learn
• A working knowledge of Zuora, Salesforce, Tesorio or similar systems is advantageous
• Customer-focused
• Able to work in a close team environment, where ideas are shared, valued, and discussed
• Thrive in a fast-paced, agile, and dynamic environmentAre helpful, encouraging, and respectful to team members and everyone they interact with

- Hybrid working model (in-office & from home) / Fully remote

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.