Domnic Immanuel

Key Responsibilities:

Accounts Receivable Functions:

• Handle posting and processing of customer payments and adjustments while ensuring adherence to departmental policies and procedures.
• Process various forms of incoming payments from customers, including checks, electronic transfers, and credit card payments.
• Accurately allocate payments to appropriate customer accounts or invoices based on provided information, such as account numbers or invoice details.
• Reconcile payment discrepancies and resolve any issues to maintain accurate and up-to-date records.
• Update and maintain accounts receivable database with timely and accurate information regarding customer payments and outstanding balances.
• Execute necessary actions such as write-offs, write-backs, and refunds with appropriate approvals.

Communication and Customer Service:

• Communicate with internal teams, like sales or customer service, to clarify payment details or resolve payment-related inquiries.
• Provide excellent customer service by promptly responding to payment-related inquiries and assisting customers with payment-related issues.
• Maintain positive relationships with clients through effective communication.
• Record Keeping and Reporting:
• Prepare and retain accounts receivable supporting documents, daily and monthly reconciliations, and management reports.
• Ensure proper documentation and support for data entry items according to departmental procedures and assist with filing.
• Conduct daily and monthly reconciliations of receipts and postings to ensure accuracy and consistency between ledgers.
• Maintain payment processing records, supporting documents, and reports in professional, confidential, and secure manner in adherence to company policies.

Continuous Improvement and Support:

• Communicate professionally and courteously with internal and external customers to perform duties, investigate and resolve issues, and handle questions.
• Provide high level of internal and external customer service through written and verbal communication that exceeds expectations.
• Escalate significant issues and concerns to management.
• Propose ideas and processes to management for continuous improvement of service levels.
• Offer support to co-workers on best practices to ensure efficient and effective accounts receivable processes.
• Provide departmental support in problem resolution to ensure accurate, timely, and professional resolution of issues.

Billing Support:

• Increased billing accuracy by reviewing and validating invoices before submission.
• Managed multiple billing projects simultaneously, prioritizing tasks effectively to ensure timely completion and delivery of accurate invoices.
• Strengthened relationships between finance departments across different branches by actively participating in cross-functional initiatives aimed at streamlining corporate-wide billing procedures effectively harmonizing local practices where possible.
• Collaborated with sales teams to ensure accurate pricing structures and contract terms are applied to invoices.
• Ensured timely payments with proactive follow-ups on outstanding invoices.
• Enhanced client satisfaction by resolving billing disputes in a professional manner.
• Streamlined billing processes for improved efficiency and faster invoice generation.
• Securely upload invoices onto clients' Secure File Transfer Protocol (SFTP).
• Create invoices, credit notes, and debit memos manually.
• Review bills for accuracy, identifying any charges, duplications, or overlapping accounts, making required adjustments, and documenting them.
• V reduction in payment errors and check reissues.

Account Management:

• Address over 420 customer inquiries weekly through email and chat, consistently surpassing targets.
• Ensure customer satisfaction by addressing queries related to client accounts.
• Maintain professionalism, accuracy, and timeliness in all customer communications.
• Resolve billing, account, and some technical issues for customers.
• Establish new companies, accounts, and user profiles based on client specifications.
• Provision web products like Cisco WebEx, Microsoft Teams, IUM, Cisco IP phones, and upload details onto cloud servers.
• Collaborate directly with Technical Support Engineers, Quality Analysts, and Sales staff to resolve customer concerns.
• Ensure transactions meet quality and delivery standards.
• Guide customers to self-service options via chat support and email.
• Process mass update requests by modifying client reports as needed, submitting them in mass update applications, and promptly verifying completion.
• Generate reports from applications and manual trackers for weekly team meetings.
• Update SOPs according to current protocols and collaborate with the product team to verify and update knowledge base articles.
• Train new agents and provide ongoing support and assistance.