Finance Support Supervisor

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.