Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Job Title: Payment Solutions Analyst
Department & Team: Receivables Management / Payment Solutions
Reports to: Senior Manager, Payment Solutions
Location: Manila, Philippines
Job Summary:
The Payment Solutions Analyst is responsible for managing and coordinating customer payment-related cases, including inquiries, disputes, escalations, and service requests, through the case management platform. This role serves as a key liaison between internal stakeholders, customers, collectors, Sales, and resolver groups to ensure timely resolution, accurate communication, and an efficient billing experience across the quote-to-cash process. The analyst will work closely with cross-functional teams to drive issue resolution, improve operational processes, and support effective case management within the Payment Solutions function.
Key Responsibilities:
Manage and monitor payment-related cases, including billing inquiries, disputes, escalations, and service requests within the case management system.
Review, triage, assign, and coordinate cases with appropriate resolver groups to ensure timely and accurate resolution.
Act as the primary point of contact for case follow-ups, status updates, and escalations between stakeholders and resolver teams.
Handle complex or escalated cases requiring detailed investigation, cross-functional coordination, and resolution management.
Partner with Sales and cross-functional teams within the quote-to-cash process to resolve billing and payment-related concerns impacting customers.
Work closely with Collections, Billing, Finance, Customer Service, Operations, and Sales teams to improve the overall billing and customer experience.
Support initiatives to enhance billing processes, customer communication, and operational efficiency to improve customer satisfaction and streamline quote-to-cash operations.
Provide guidance and support to junior analysts on complex billing inquiries, dispute handling, and case management best practices.
Assist in resolving escalated concerns from junior analysts and provide recommendations for effective resolution strategies.
Ensure all case activities, updates, and resolutions are accurately documented within the case management platform.
Track case aging, identify bottlenecks, and proactively follow up on overdue or high-priority cases.
Analyze recurring issues and recommend process improvements and root cause solutions.
Ensure compliance with company policies, service level agreements (SLAs), and operational procedures.
Qualifications:
Bachelor’s degree in Business Administration, Finance, or equivalent combination of education and relevant professional experience.
Minimum of 5 years' experience in billing, customer service, case management, payment operations, or quote-to-cash processes.
Hands-on experience using case management platforms such as ServiceNow.
Strong understanding of billing processes, dispute management, escalation handling, customer support operations, and quote-to-cash workflows.
Excellent communication, stakeholder management, and problem-solving skills.
Strong analytical skills with high attention to detail and organizational abilities.
Ability to manage multiple priorities and escalated cases in a fast-paced environment.
Proficiency in Microsoft Office applications and reporting tools.
Preferred Skills:
Experience working with global or cross-functional teams.
Knowledge of dispute resolution workflows, service management processes, and quote-to-cash operations.
Ability to mentor or support junior team members in operational processes and escalation handling.
Continuous improvement mindset with focus on enhancing customer and billing experience.
Experience working with ServiceNow, Salesforce, Workday or ERP/CRM platforms
What We Offer:
Competitive salary and benefits package.
Opportunities for professional development and career growth.
A dynamic work environment that values collaboration and innovation.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
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