Executive / Senior Executive – Accounts Receivable & Customer Operations

Job Title: Executive / Senior Executive – Accounts Receivable & Customer Operations

Role Overview

The role supports the Financial Services & Operation steam, handling high-volume customer enquiries and end-to-end accounts receivable processes, ensuring timely billing, collections, and reconciliation.

Key Responsibilities

1. Customer Enquiries & Service Management

• Manage high-volume inbound enquiries via ticketing systems(e.g., Zendesk)
• Provide accurate, professional, and timely responses
• Escalate complex cases to internal stakeholders within defined timelines
• Maintain logs and documentation of escalated enquiries

2. Accounts Receivable Operations

• Process billing, receipting, and refunds in a timely manner
• Maintain accurate financial records and ensure system updates
• Perform reconciliation of accounts and follow up on discrepancies
• Support debtor management and debt recovery actions (calls/emails/dunning)

3. Grant Reconciliation Support

• Reconcile PSEA / SFC funding against system records
• Track grant disbursement and payment status
• Ensure systems are updated with the latest funding information

4. Administrative & Operational Support

• Perform data entry, documentation, and filing
• Assist in system migration validation and UAT
• Support daily operational tasks and pre-course checks
• Undertake additional ad hoc duties as required

5.Key Performance Expectations (KPIs)

• Enquiries responded/resolved within 3 working days
• Billing, receipting, refunds processed within 5 working days
• Grant reconciliation completed within 3 working days
• Timely and consistent debt recovery follow-ups

6.Qualification & Experience

• Diploma or above
• 2+ years experience in: Customer service / operations / finance 
• Fresh graduates may be considered
• Experience in AR, billing, or collections preferred
• Experience with high-volume enquiries is advantageous

7.Skills & Competencies

• Strong written communication skills
• Ability to handle 70–80 tickets per day
• Confident in customer interaction and debt recovery
• High attention to detail and accuracy
• Proficiency in Microsoft Excel
• Exposure to ERP systems (SAP) and Zendesk preferred
• Ability to multitask in a fast-paced environment

8.Working Conditions

• Monday to Friday, 8:30 AM – 5:45 PM
• On-site initially (possible hybrid/off-site later)
• High-volume, deadline-driven environment