Ops Specialist: Debtors, Disputes & Settlements

Core Description

Responsible for the effective management of debt collections, customer account disputes, and settlement processes to support Openserve’s financial and operational objectives. The role is responsible for the management of overdue debt, dispute resolution, payment allocation, and customer account administration for strategic and high-value customers. The incumbent is required to ensure accurate account management, minimise financial risk, maintain positive customer relationships, and support efficient day-to-day debtor operations in accordance with Openserve policies and procedures.

This role operates as a specialist support function within Client Service Operations, focusing on debt recovery, dispute management, and customer account settlements. The role requires strong analytical capability, financial administration expertise, and the ability to manage customer relationships effectively while minimising financial risk to the organisation.

Job Responsibilities

Debtors Management

• Manage overdue debt on Top 20 customer accounts and accounts exceeding 120 days overdue.
• Investigate and resolve overdue balances and payment discrepancies.
• Manage and maintain the Value Limit Tracking (VLT) tool.
• Monitor debtor accounts and ensure timely follow-up actions.
• Support debt recovery initiatives and minimise financial exposure.

Scope

• High-value customer accounts
• Aged debt management
• Debt recovery processes
• Financial risk mitigation

Payment Allocation Management

• Allocate customer payments accurately against invoices and accounts.
• Investigate and resolve unallocated or suspense payments.
• Manage payment allocation fallouts and exceptions.
• Support payment allocation approval processes where required.
• Ensure payment records are accurate and updated on systems.

Scope

• Payment processing
• Suspense account management
• Financial reconciliation
• Billing alignment

National & International Account Management

• Manage allocated national and international customer accounts.
• Ensure payment demands and settlement statements are issued.
• Process extension requests and payment arrangements.
• Coordinate service suspensions, reconnections, and discontinuations for non-payment.
• Process final accounts and write-offs.
• Manage handover of written-off accounts and follow-up actions.
• Resolve customer queries and disputes efficiently.
• Provide input into bad debt provisions.
• Update customer account information on CRAM and related systems.

Scope

• National customer accounts
• International customer accounts
• Settlement agreements
• Write-offs and collections
• Customer disputes

Reporting & Administration

• Provide input into Top 20 customer management reports.
• Compile monthly operational and financial reports.
• Maintain accurate records and documentation.
• Ensure reporting deadlines and compliance requirements are met.

Scope

• Financial reporting
• Operational reporting
• Customer account administration

Stakeholder & Customer Relationship Management

• Establish and maintain effective relationships with internal and external stakeholders.
• Liaise with customers regarding disputes, payments, and account queries.
• Collaborate with internal departments to resolve account-related matters.
• Provide professional customer support and communication.

Core Competencies

Functional Knowledge

• Debtors and collections management
• Accounting and billing procedures
• Customer relationship management
• Report analysis and administration
• Telkom/Openserve policies and procedures
• Legal documentation and contracts
• Systems administration
• Systems & Tools: Flexibill, CMSS, Unibase, ICON, TIBS, CRAM, WORM, SingleView, FAM, Other relevant systems

Functional Skills

• Investigation and analytical skills
• Time management
• Negotiation and conflict resolution
• Decision-making and problem-solving
• Verbal and written communication
• Interpersonal skills
• Stress management
• Computer literacy and systems proficiency

Behavioural Competencies

• Integrity and confidentiality
• Accountability and responsibility
• Accuracy and attention to detail
• Customer focus
• Professionalism and ethical conduct
• Initiative and dedication
• Positive attitude and adaptability
• Teamwork and collaboration
• Assertiveness and resilience

Education

NQF 6: National Diploma/ Advanced Diploma/ Certificate

Experience

3 Years relevant experience

Additional Information

Qualifications and experience:

• Qualification in Finance, Commerce, or related field.
• Experience in debtors management, collections, billing, or customer account administration

Special Requirements:

• Ability to work under pressure and meet deadlines.
• Ability to manage complex customer disputes.
• Strong financial and customer service orientation.
• High level of confidentiality and professionalism.

Key Stakeholders

• Debtors Management
• Openserve Customers
• Account Management
• Product Management
• Solutions Architects
• Service Management
• Commercial Teams
• Legal Services