Job Description

We are looking for a Customer Service Representative (CSR) working within a centralized Accounting and Finance Shared Service Center (SSC) for a large-scale (multi-billion dollar) corporation. The role focuses on supporting internal business units, employees, and external vendors/clients regarding high-volume financial transactions.

Job Summary

The Customer Service Representative (Finance SSC) acts as the primary point of contact for inquiries related to Accounts Payable, Accounts Receivable, Travel & Expense, and other accounting services. This role ensures timely, accurate, and professional resolution of financial queries, adhering to company policies and Service Level Agreements (SLAs).

Key Responsibilities

• Inquiry Management: Manage a high volume of inbound inquiries via phone, email, and ticketing systems (e.g., Salesforce, ServiceNow) from internal employees and external vendors regarding invoice status, payment discrepancies, and expense reports.
• Accounts Payable/Receivable Support: Investigate and resolve vendor inquiries, research missing payments, assist with invoice processing, and help with credit management and billing inquiries.
• Transaction Processing: Perform routine administrative tasks and financial transactions in ERP systems (e.g., SAP, Oracle) accurately and efficiently, including updating vendor master data.
• Issue Resolution: Handle complex complaints and escalations from stakeholders, acting as a liaison between the business unit and specialized accounting teams to ensure swift resolution.
• Documentation & Accuracy: Maintain accurate records of all customer interactions in the CRM/ticketing system to ensure audit compliance and internal tracking.
• SLA Management: Adhere to established KPIs and SLAs for response times and resolution quality, ensuring high customer satisfaction.
• Continuous Improvement: Identify and report recurring customer issues to management to streamline processes and reduce future queries.

Required Skills & Qualifications

• Experience: 2+ years of customer service experience, preferably within a finance, accounting, or shared service center environment.
• Education: High school diploma required; Bachelor’s degree in Finance, Business, or Accounting is a plus.
• Communication: Exceptional verbal and written communication skills to articulate complex financial information clearly to various stakeholders.
• Systems Literacy: Proficiency in MS Office Suite (especially Excel) and familiarity with ERP systems (SAP, Oracle, Great Plains) or CRM ticketing tools (Salesforce, ServiceNow).
• Problem-Solving: Strong analytical abilities to troubleshoot billing or payment issues and identify root causes.
• Attention to Detail: High accuracy in data entry and financial record-keeping.
• Professionalism: Ability to remain calm, patient, and professional under pressure and when dealing with difficult, high-stakes inquiries.

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