Job Opportunities API

Role Summary   The Customer Support Specialist is an experienced individual contributor responsible for resolving a broad range of customer enquiries and will specialize in minimizing business exposure. The role operates with limited supervision, manages escalations and applies sound judgment to deliver consistent, high-quality customer outcomes aligned to team and business objectives.    The Specialist works tactically across multiple processes, products, and projects, contributing to incremental improvements, supporting change initiatives, acting as an informal leader and mentor within the team, and performing quality assurance audits for junior roles to help reinforce service standards, compliance, and coaching opportunities. While work is primarily guided by defined procedures, the Specialist may suggest variations in approach, refine solutions, and contribute to the development of new processes where needed.    Core Responsibilities    Independently manage a variety of inbound and outbound customer enquiries across phone, case, email, and digital channels  Create and update case notes, reports, and supporting documentation for review and audit purposes  Resolve straightforward to moderately complex customer issues using approved procedures, tools, and judgment  Manage defined escalations that have clear guidance and resolution frameworks  Independently investigate overdue or unresolved invoices, performing accurate reconciliation to identify root causes and required actions  Communicate directly with customers and internal account owners via approved case management systems and outbound contact methods, in line with business KPIs and regulatory requirements.  Clearly explain outstanding positions, required actions, and next steps to customers in a professional and compliant manner.  Ensure timely resolution of items to minimize financial exposure and support accurate account standing.    Risk, Controls & Compliance   Execute collections activities in line with regulatory, legal, and internal policy requirements.  Maintain accurate and timely system updates to support auditability, reporting, and governance review.  Analyze trends, recurring issues, or risk indicators within collections activity and raise insights or recommendations to leadership.  Contribute information and analysis to support provisioning decisions and risk assessments.  Prepare and update initial reports, case summaries, or data inputs relating to overdue items and collections performance (money collected, aging, etc.)  Identify inefficiencies or friction points within collections processes and suggest practical improvements or refinements.    Problem Solving & Compliance   Analyze multiple factors within cases to determine appropriate actions and resolutions  Identify patterns, recurring issues, or process gaps and suggest practical improvements to leadership    Support complaint handling and regulatory requirements within defined guidelines    Projects, Collaboration & Business Contribution   May manage straightforward end-to-end projects or process improvements under guidance  Build effective working relationships with internal and external partners to resolve issues efficiently  Collaborate across teams to support service delivery, change initiatives, and operational improvements  Understand how individual decisions impact team results and elements of broader business goals  Support broader Customer Care function as needed.