Job Title: Assistant – Billing & Collections, Full-time
Location: Remote, Philippines
Our partner is a US-based, elite modern coaching company that helps Mortgage Loan Officers improve their performance, grow their businesses, and achieve sustainable results.
They are looking for a highly accurate, dependable, and proactive Assistant focused on Billing and Collections. This is a hands-on support position—not a managerial or senior finance role—for someone who takes ownership of their work and can confidently manage payment-related tasks from beginning to end.
The Assistant – Billing & Collections will be responsible for maintaining accurate accounts receivable records, following up on failed and outstanding payments, handling chargebacks and disputes, and supporting commission-related adjustments.
You will become the team’s trusted source for understanding what has been paid, what remains outstanding, and why. The ideal candidate takes pride in accuracy, acts with urgency, communicates confidently with customers, and identifies process issues rather than quietly working around them.
This position regularly handles sensitive financial, payment, and compensation information. Strict confidentiality is a condition of employment and will be covered by a formal confidentiality agreement.
• Maintain accurate records of customer balances, payments, and outstanding amounts across monthly, bi-weekly, installment, and other payment arrangements.
• Monitor failed and overdue payments across multiple payment platforms.
• Follow up directly with customers and internal stakeholders until each outstanding payment is collected, escalated, or formally written off.
• Manage collections conversations through email, text message, phone calls, and Circle direct messages.
• Communicate firmly and professionally with customers regarding missed or failed payments while maintaining a positive relationship.
• Regularly reconcile payment platform transactions against internal records to identify and resolve discrepancies promptly.
• Manage chargebacks and payment disputes from beginning to end.
• Gather relevant evidence, communication records, transaction details, and supporting documentation.
• Prepare and submit complete dispute responses before payment platform deadlines.
• Maintain clear records of dispute outcomes, refunds, reversals, and related decisions.
• Work closely with the Operations Assistant responsible for managing the monthly commission cycle.
• Ensure chargebacks, refunds, cancellations, and failed payments are reflected in the appropriate commission clawbacks and adjustments.
• Prepare clean, accurate, and well-documented billing data that supports commission calculations.
• Help ensure commission figures are finalized accurately and without unexpected adjustments at payout.
• Serve as backup support for the commission cycle when needed.
• Review and process customer referral and affiliate payout requests.
• Verify eligibility, confirm payment information, and ensure payouts comply with company policies.
• Apply referral and payout policies consistently.
• Identify and escalate unusual cases that require management approval or a judgment call.
• Follow, maintain, and improve written procedures for payment, collection, commission, and payout activities.
• Maintain reliable trackers using Google Sheets, Excel, and other operational tools.
• Keep a complete and organized paper trail so every payment-related decision can be reviewed by someone who was not involved in the original conversation.
• Identify manual, confusing, repetitive, or error-prone processes and recommend practical improvements.
• Support reporting, dashboard, and workflow automation projects already underway.
• Help ensure important processes are documented and not dependent on tribal knowledge.
• Work closely with the Operations Assistant, Operations Manager, sales managers, setter and dialer teams, and company leadership.
• Confirm that payment, refund, cancellation, and commission information is aligned before numbers are finalized.
• Escalate payment and collection issues early.
• Whenever possible, provide a suggested solution when raising an issue rather than only identifying the problem.
Requirements
• At least 2–5 years of experience in accounts receivable, billing operations, payment processing, collections, bookkeeping support, or a similar finance and operations support role.
• Experience working in a subscription, membership, coaching, education, or recurring-payment business is preferred.
• Strong understanding of accounts receivable, failed payment follow-up, refunds, chargebacks, payment reconciliation, and collections.
• Confident and fluent in spoken and written English.
• Comfortable communicating directly with customers about missed or outstanding payments through phone, email, text, and direct messaging.
• Able to hold firm but professional collections conversations without unnecessarily escalating tension.
• Experience using payment platforms such as Stripe, PayVa, or similar systems.
• Experience working with CRM platforms such as HubSpot or comparable tools.
• Strong Google Sheets or Microsoft Excel skills, including maintaining accurate trackers that multiple team members rely on.
• Comfortable working in a fast-moving, Slack-based environment where priorities may shift and asynchronous communication is common.
• Able to learn new software, payment systems, and internal processes quickly.
• Exceptional attention to detail, particularly when reviewing numbers, dates, balances, and payment records.
• Strong ownership and accountability over assigned responsibilities.
• Able to work independently without requiring daily supervision or repeated follow-up.
• Calm, clear, and direct communication style.
• Able to explain payment discrepancies to non-finance team members in simple terms.
• Comfortable making decisions within established policies and escalating situations when necessary.
• Process-oriented but flexible enough to recommend simpler or more efficient approaches.
• Proactive problem solver who identifies issues before they become larger problems.
• Honest and transparent when mistakes occur.
• Highly discreet when handling customer payment data, company financial information, and employee compensation details.
• Coachable, resourceful, and comfortable asking thoughtful questions when additional guidance is needed.
You may work with the following platforms:
• Stripe
• PayVa
• HubSpot
• Slack
• Circle
• Google Sheets and Google Workspace
• Asana
• Aloware
Success in this role means:
• Every failed payment is contacted, collected, escalated, or written off with approval within three business days of the failed charge.
• All chargeback and dispute responses are submitted with complete supporting evidence before the applicable deadline.
• Refunds, cancellations, chargebacks, clawbacks, and commission adjustments are recorded accurately and on time.
• Payment platform records consistently reconcile with internal trackers.
• Leadership can rely on the accuracy of payment and collection reports without needing to personally verify every number.
• Team members can easily determine what happened with a payment by reviewing the documented records rather than searching through Slack conversations.
Reports to: Operations Manager
Financial policy escalations: Director of Operations
Works closely with: Operations Assistant, Operations Manager, Closer Manager, Setter Team, Dialer Team, and company leadership.
Benefits
What we Offer:
Work Hours:
We are a Canadian recruitment agency, bridging the value gap between businesses in North America to exceptional remote staff in the Philippines.
