Role Purpose

The Finance Advisor leads the Finance Customer Services function, ensuring professional, efficient and compliant customer support, effective collections, quality assurance and continuous improvement. The role serves as the final escalation point for complex and unresolved matters and oversees AI interventions to improve service delivery, accuracy and operational efficiency.

Key Responsibilities

1. Customer Service and Escalations

• Lead and manage the Finance Customer Services space, ensuring consistent service standards and SLA compliance.
• Respond to customer queries, complaints and account-related issues across calls and emails.
• Serve as the first escalation level, taking ownership of complex, sensitive and unresolved matters through to resolution.
• Monitor performance and implement service improvements.

2. AI Intervention Management

• Oversee AI-assisted customer interactions, email responses and automated finance processes.
• Monitor AI accuracy, effectiveness, compliance and customer outcomes.
• Identify automation opportunities and ensure appropriate human review of sensitive or high-risk matters.
• Address AI errors, process gaps and intervention failures.

3. Quality Assurance (QA)

• Implement and oversee quality assessments of AI calls, automated comms, customer interactions and finance processes.
• Ensure accuracy, professionalism, compliance and adherence to approved procedures.
• Conduct QA reviews of AI-generated communications and automated workflows.
• Identify performance gaps, provide feedback and coaching, and implement corrective actions.
• Track QA results and drive continuous improvement.

4. Collections and Credit Control

• Ensure collection activities, payment commitments and customer interactions are accurately recorded.
• Ensure letters of demand are issued for accounts overdue by 60 days, in line with company policy and applicable requirements.
• Support debt recovery, reduce bad debts and escalate disputed or high-risk accounts.

5. Incident and Risk Management

• Oversee the investigation and resolution of customer complaints, disputes, financial irregularities and service incidents.
• Collaborate with Finance, IT and Compliance to mitigate operational, financial and reputational risks.
• Ensure incidents, corrective actions and outcomes are documented and tracked to closure.

6. Reporting and Continuous Improvement

• Oversee customer service, QA, AI performance, collections and month-end reporting.
• Monitor key performance indicators, including SLA compliance, escalation trends, QA scores, AI accuracy and overdue debt.
• Analyse data to identify risks, recurring issues and improvement opportunities.
• Drive process optimization, automation and collaboration across relevant departments.

Key Skills and Competencies

• Strong escalation resolution skills.
• Excellent verbal and written communication.
• Sound knowledge of finance customer service, accounts receivable and collections.
• Understanding of AI-driven customer service, automation and risk controls.
• Strong analytical, problem-solving, reporting and organizational skills.
• High attention to detail, compliance awareness and customer focus.

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