Ops Specialist: Debtors, Disputes & Settlements

Structural Information Job number: 10031745 Job title: Ops Specialist: Debtors, Disputes & Settlements Job grade: S6 Group/ BU: Openserve Division: Openserve Span of control: 0 Reports to: Management REM Functional Area: Finance Core Description Responsible for the effective management of debt collections, customer account disputes, and settlement processes to support Openserve’s financial and operational objectives. The role is responsible for the management of overdue debt, dispute resolution, payment allocation, and customer account administration for strategic and high-value customers. The incumbent is required to ensure accurate account management, minimise financial risk, maintain positive customer relationships, and support efficient day-to-day debtor operations in accordance with Openserve policies and procedures. This role operates as a specialist support function within Client Service Operations, focusing on debt recovery, dispute management, and customer account settlements. The role requires strong analytical capability, financial administration expertise, and the ability to manage customer relationships effectively while minimising financial risk to the organisation. Job Responsibilities 1. Debtors Management Manage overdue debt on Top 20 customer accounts and accounts exceeding 120 days overdue. Investigate and resolve overdue balances and payment discrepancies. Manage and maintain the Value Limit Tracking (VLT) tool. Monitor debtor accounts and ensure timely follow-up actions. Support debt recovery initiatives and minimise financial exposure. Scope High-value customer accounts Aged debt management Debt recovery processes Financial risk mitigation 2. Payment Allocation Management Allocate customer payments accurately against invoices and accounts. Investigate and resolve unallocated or suspense payments. Manage payment allocation fallouts and exceptions. Support payment allocation approval processes where required. Ensure payment records are accurate and updated on systems. Scope Payment processing Suspense account management Financial reconciliation Billing alignment 3. National & International Account Management Manage allocated national and international customer accounts. Ensure payment demands and settlement statements are issued. Process extension requests and payment arrangements. Coordinate service suspensions, reconnections, and discontinuations for non-payment. Process final accounts and write-offs. Manage handover of written-off accounts and follow-up actions. Resolve customer queries and disputes efficiently. Provide input into bad debt provisions. Update customer account information on CRAM and related systems. Scope National customer accounts International customer accounts Settlement agreements Write-offs and collections Customer disputes 4. Reporting & Administration Provide input into Top 20 customer management reports. Compile monthly operational and financial reports. Maintain accurate records and documentation. Ensure reporting deadlines and compliance requirements are met. Scope Financial reporting Operational reporting Customer account administration 5. Stakeholder & Customer Relationship Management Establish and maintain effective relationships with internal and external stakeholders. Liaise with customers regarding disputes, payments, and account queries. Collaborate with internal departments to resolve account-related matters. Provide professional customer support and communication. Core Competencies Functional Knowledge Debtors and collections management Accounting and billing procedures Customer relationship management Report analysis and administration Telkom/Openserve policies and procedures Legal documentation and contracts Systems administration Systems & Tools: Flexibill, CMSS, Unibase, ICON, TIBS, CRAM, WORM, SingleView, FAM, Other relevant systems Functional Skills Investigation and analytical skills Time management Negotiation and conflict resolution Decision-making and problem-solving Verbal and written communication Interpersonal skills Stress management Computer literacy and systems proficiency Behavioural Competencies Integrity and confidentiality Accountability and responsibility Accuracy and attention to detail Customer focus Professionalism and ethical conduct Initiative and dedication Positive attitude and adaptability Teamwork and collaboration Assertiveness and resilience Certifications None Education NQF 6: National Diploma/ Advanced Diploma/ Certificate Experience 3 Years relevant experience Additional Information Qualifications and experience: Qualification in Finance, Commerce, or related field. Experience in debtors management, collections, billing, or customer account administration Special Requirements: Ability to work under pressure and meet deadlines. Ability to manage complex customer disputes. Strong financial and customer service orientation. High level of confidentiality and professionalism. Special Requirements Physical Requirements None Key Stakeholders Debtors Management Openserve Customers Account Management Product Management Solutions Architects Service Management Commercial Teams Legal Services