Payments & Billing Operations Analyst

The Payments & Billing Operations Analyst plays a key role in managing billing operations, collections, supporting payments processes, and mitigating payment-related discrepancies all while maintaining excellent customer service and compliance with operational standards. The role is a part of the finance team, reporting to the Billing and Collections Manager and involves collaboration with multiple teams to help make system improvements. \n 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 Qualificati