The primary focus of this role is to provide support for managing relationships with our Roaming Partners and other Financial Clearing Agents.
Principal Duties and Responsibilities
Producing all credit / debit notes on behalf of clients.
Liaising with all partners of our clients to build relationships, resolve queries, answer questions and relay information.
Acting as back-up support to an assigned individual and performing ad hoc tasks upon Lead / Manager request.
Monitoring and replying to emails from partners / clients; referring to appropriate departments or escalating to -Lead / Manager or relevant departments when appropriate.
Monitoring internal Service Level Agreements (SLA) and escalating unresolved problems to Lead / Manager when appropriate.
Raise tickets via Swift for any customer service requests and ensure closed within target completion date.
Performing billing process and generating reconciliation report / process.
Running process cut-offs as required and processing and reviewing FX trading.
Generating payment lists; downloading and storing payment information.
Performing payable invoice reconciliation process, including approval or adjustment of invoices received from roaming partners.
Follow up on unapproved / missing invoices in line with BA GSMA documents associated with the payable invoice resolution process.
Resolving any general day to day roaming partner problems that may arise.
Dealing with e-mails sent to public folders.
Responding to requests for information from roaming partners and internal colleagues.
Amending positions, setting up manual payments and raising interest invoices.
Loading data into the system where not automated.
Monitoring loaded data; referring or escalating issues when appropriate.
Daily allocation of receipts for assigned clients, including clearing of unallocated positions.
Chasing client debt using phone calls and e-mails where required on a partner basis.
Managing clients’ debt levels in adherence to SLA / KPI specific to client or generally set as per Service Agreement or GSMA standards;
escalating unresolved problems to Lead / Manager as appropriate.
Running, checking and sending of reports or due service information to the client.
Allocation of issues and escalation to Client Services Manager if required.
Dealing with e-mails sent to the client public folders.
Act as second support to an assigned individual. Responsible for managing their clients during any absence.
Manual trade requests, funding Validation and follow up till completion.
Regular customer reviews and conducting conference call, video conference and attending site visits.
Requests for information related to the client from internal colleagues.
Requests for information to the client.
Create, update & maintain agreement details for IOT transactions
Degree (financial / economics studies) or Accounting qualification or having a minimum of 2 years accounting / finance experience.
This job is an entry level position Job-related experience.
Demonstrated ability to apply somewhat diversified procedures to similar situations, paying close attention to detail.
Excellent communication skills.
Intermediate Excel user skills.
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