Client Admin - Billing

Role Overview:

We are seeking a customer-oriented professional to fulfill a new role, in office, at our Headquarters in Norfolk, VA. Reporting to our Director of Administration, this role will involve frequent client interaction to ensure billing systems are accurate and up to date, as well as processing and escalating client cancellation requests. Our ideal candidate will be highly resourceful and able to adapt to varied systems, business situations, and clients. We are looking for a candidate who can work efficiently and resourcefully to ensure timely processing of payments and cancellations, while also contributing to the development of strategies for continuous process improvement.\

Responsibilities:

• Client Cancellation Requests:

  • Receive and assess client cancellation requests, research relevant account details and contractual terms, and process requests with efficiency, clear communication strategies, and professionalism.

  • Exercise decisive and sound judgement while reconciling client needs with contractual obligations to accommodate the best possible outcome for all parties.

  • Escalate complex or unresolved cancellation issues to appropriate management.

• Account Receivable Maintenance:

  • Oversee resolution of overdue invoices and confirm clients are aware of their obligations while maintaining strong, positive relationships.

  • Review and interpret client contracts, communication history, and documented data to ensure AR action plans align with the terms of executed agreements.

  • Process all client inquiries and updates related to billing in a professional and personalized manner.

• General Client Service and Communication Deliverables:

  • Take ownership of client issues, ensuring timely resolution and effective communication while being accountable for outcomes and client satisfaction.

  • Be flexible and quickly adapt to evolving systems, processes, and client needs to provide the accurate results and superior service.

  • Excel in phone and email communication, demonstrating strong listening skills, empathy, and the ability to communicate complex information clearly, maintaining a client-centered approach.

  • Exhibit professionalism and emotional intelligence when managing sensitive or difficult situations.

  • Communicate proactively with other departments and team members to foster alignment between customer service, accounting, and leadership teams.

  • Make logical connections and monitor patterns to enhance customer experience, mitigate risk, and improve business processes relative to billing and cancellations.

Preferred Qualifications:

• Experience working in a client services environment, shared resource center, and/or role requiring high touch, high volume client outreach is a must.

• Superior written and verbal communication skills that build trust and consensus.

• Some CRM, excel, G-suite, and database experience is required.

• Familiarity with account management and billing practices is essential.

Interested applicants should submit a resume, cover letter, and compensation requirements for full consideration.

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