Payments & Billing Operations Analyst

<p>The Payments &amp; 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.</p>\n<p></p><p><br></p><b>Responsibilities </b><div> <p><strong>Billing &amp; Collections:</strong></p> <ul> <li> <p>Manage day-to-day invoicing, payment tracking, payments adjustments, and review processes.</p> </li> <li> <p>Perform audits to ensure the accuracy and timeliness of payments; address discrepancies promptly.</p> </li> <li> <p>Support management to streamline billing and collection processes and improve efficiency, leveraging automation where applicable.</p> </li> <li> <p>Maintain collections systems, including notifications for late payments and tracking mechanisms.</p> </li> </ul> <div> <p><strong>Customer Support:</strong></p> <ul> <li> <p>Serve as the primary contact for customer inquiries related to billing, payments, adjustments, penalties, and discrepancies.</p> </li> <li> <p>Maintain service level agreements (SLA) for response and resolution times.</p> </li> <li> <p>Escalate complex issues requiring higher-level intervention.</p> </li> <li> <p>Monitor and document trends in customer inquiries to proactively identify and resolve systemic issues.</p> </li> <li> <p>Conduct weekly follow-ups with marketplaces regarding outstanding credits or unresolved cases.</p> </li> <li> <p>Engage in regular correspondence with sellers regarding outstanding A/R</p> </li> </ul> <div> <p><strong>Team Collaboration &amp; Leadership:</strong></p> <ul> <li> <p>Provide support to Billing and Collections Manager for daily invoicing, collection efforts, payments adjustments and audits.</p> </li> <li> <p>Document processes and create standard operating procedures (SOPs) for internal training and operational efficiency.</p> </li> <li> <p>Participate in weekly meetings and bi-weekly 1:1s with management to report progress and address challenges.</p> </li> <li> <p>Coordinate with cross-functional teams, including Accounting, Support, and Loss Mitigation, to resolve escalations and improve processes.</p> </li> </ul> </div> </div> </div><p><br></p><b>Core Qualifications </b><div> <ul> <li> <p>2-3&nbsp; years of experience in customer-facing roles, billing, collection, or payment-related functions.</p> </li> <li> <p>Excellent problem-solving and high-level analytical skills.</p> </li> <li> <p>Ability to multitask and adapt to dynamic team needs.</p> </li> <li> <p>Strong organizational skills with a high level of attention to detail.</p> </li> <li> <p>Proficiency with tools such as Google Workspace (Docs, Sheets, Drive), Jira, monday.com, Intercom, Excel, and other tracking systems.</p> </li> <li> <p>Strong communication skills, maintaining professionalism and respect in all interactions.</p> </li> <li> <p>Self-motivated and capable of working independently and collaboratively.</p> </li> </ul> <ul> <li> <p>Experience in the entertainment or ticketing industry preferred.</p> </li> <li> <p>Familiarity with systems like Hyperwallet, Bill.com, and Salesforce preferred.</p> </li> <li> <p>Background in operational or technical workflows preferred.</p> </li> </ul> </div><p><br></p><p></p>\n<div>$50,000 - $60,000 a year</div><small><div> <p><span style="color: #000000;">This role is also eligible for an annual discretionary bonus. </span></p> <p><span style="color: #000000;">Please refer to our Careers page to learn more about some of the benefits we offer.</span></p> </div></small>\n<p> </p><p> </p><p><strong style="font-size: 18px;">About Us</strong></p> <p>&nbsp;</p> <p>Automatiq is the leading all-in-one software platform in the live event ticketing world, serving resellers of all sizes. Our technology