Senior Process Associate - Customer Care

Job Summary

ROLE PROFILE   HCL Job Level E – 0.2 Function/Domain Order to Cash (O2C) – Cash Application and Billing Role Location Noida Positions Billing and Cash Application Analyst Experience 3-4 years   Position Overview: The Billing and Cash Application Analyst is responsible for ensuring accurate and timely customer billing, processing cash receipts, and applying payments to customer accounts. This role plays a critical part in maintaining the integrity of accounts receivable records, supporting cash flow management, and resolving billing and payment discrepancies. The analyst collaborates closely with customers, collections teams, sales, and internal stakeholders to ensure seamless invoice-to-cash operations and a positive customer experience. Job Profile Key Responsibilities: Billing Management Generate, validate, and process customer invoices accurately and within established timelines. Review billing data, contractual terms, and supporting documentation to ensure billing accuracy. Investigate and resolve billing discrepancies, disputes, and customer inquiries in collaboration with internal teams. Ensure compliance with customer-specific billing requirements and organizational policies. Maintain accurate billing records and documentation within ERP and accounting systems. Cash Application Post and apply customer payments received through wire transfers, ACH, checks, lockbox, and other payment channels. Reconcile unapplied cash, short payments, overpayments, and deductions. Research payment remittances and resolve unidentified or misapplied receipts. Ensure all cash receipts are accurately recorded and applied within established service level agreements. Maintain audit-ready documentation supporting cash application transactions. Reconcile customer accounts and accounts receivable balances regularly. Investi

Key Responsibilities

1. Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills.
2. Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support.
3. Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance.
4. Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment.
5. Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences.

Skill Requirements

1. Proficiency In Customer Service Principles And Practices, Demonstrating A Strong Service Mindset.
2. Excellent Verbal And Written Communication Skills, Ensuring Effective Interaction With Customers And Team Members.
3. Ability To Analyze Customer Issues And Provide Resolutions, Showcasing Problem-Solving Capabilities.
4. Familiarity With Performance Metrics And Slas, Contributing To Project Outcomes And Maintaining Quality Standards.
5. Strong Adherence To Company Policies And Guidelines, Including Confidentiality And Ethical Conduct.

Other Requirements

1. Optional But Valuable Certifications In Customer Service Excellence Or Related Fields