Payments & Billing Operations Analyst

Responsibilities

Billing & Collections:

Manage day-to-day invoicing, payment tracking, payments adjustments, and review processes.

Perform audits to ensure the accuracy and timeliness of payments; address discrepancies promptly.

Support management to streamline billing and collection processes and improve efficiency, leveraging automation where applicable.

Maintain collections systems, including notifications for late payments and tracking mechanisms.

Customer Support:

Serve as the primary contact for customer inquiries related to billing, payments, adjustments, penalties, and discrepancies.

Maintain service level agreements (SLA) for response and resolution times.

Escalate complex issues requiring higher-level intervention.

Monitor and document trends in customer inquiries to proactively identify and resolve systemic issues.

Conduct weekly follow-ups with marketplaces regarding outstanding credits or unresolved cases.

Engage in regular correspondence with sellers regarding outstanding A/R

Team Collaboration & Leadership:

Provide support to Billing and Collections Manager for daily invoicing, collection efforts, payments adjustments and audits.

Document processes and create standard operating procedures (SOPs) for internal training and operational efficiency.

Participate in weekly meetings and bi-weekly 1:1s with management to report progress and address challenges.

Coordinate with cross-functional teams, including Accounting, Support, and Loss Mitigation, to resolve escalations and improve processes.

Core Qualifications

2-3  years of experience in customer-facing roles, billing, collection, or payment-related functions.

Excellent problem-solving and high-level analytical skills.

Ability to multitask and adapt to dynamic team needs.

Strong organizational skills with a high level of attention to detail.

Proficiency with tools such as Google Workspace (Docs, Sheets, Drive), Jira, monday.com, Intercom, Excel, and other tracking systems.

Strong communication skills, maintaining professionalism and respect in all interactions.

Self-motivated and capable of working independently and collaboratively.

Experience in the entertainment or ticketing industry preferred.

Familiarity with systems like Hyperwallet, Bill.com, and Salesforce preferred.

Background in operational or technical workflows preferred.