Finance Advisor

• Lead and manage the Finance Customer Services function, ensuring consistent service standards and SLA compliance
• Respond to customer queries, complaints and account-related issues across calls and emails
• Resolve complex, sensitive and unresolved matters through escalation ownership
• Monitor performance and implement service improvements
• Oversee AI-assisted customer interactions, email responses and automated finance processes
• Monitor AI accuracy, effectiveness, compliance and customer outcomes
• Identify automation opportunities and ensure human review of sensitive or high-risk matters
• Address AI errors, process gaps and intervention failures
• Implement and oversee quality assessments of AI calls, automated communications, customer interactions and finance processes
• Conduct QA reviews, provide feedback and coaching, and implement corrective actions
• Ensure collection activities and payment commitments are accurately recorded
• Ensure letters of demand are issued for accounts overdue by 60 days
• Support debt recovery, reduce bad debts and escalate disputed or high-risk accounts
• Oversee investigation and resolution of complaints, disputes, financial irregularities and service incidents
• Collaborate with Finance, IT and Compliance to mitigate operational, financial and reputational risks
• Document and track incidents, corrective actions and outcomes to closure
• Oversee customer service, QA, AI performance, collections and month-end reporting
• Monitor KPIs 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 cross-department collaboration

• 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
• Customer focus

• Permanent employment
• Full-time schedule
• Remote work arrangement