Audit & Retention Specialist

The Pay Audit Representative is a pivotal role within the NRS (New Retail Solutions) team, tasked with addressing customer concerns, auditing billing accuracy, and implementing effective retention strategies. This position requires a customer-centric approach, meticulous attention to detail, and the ability to collaborate with multiple departments to ensure prompt issue resolution.

Responsibilities and Duties

• • Address customer concerns and inquiries promptly and effectively.

  • Provide tailored solutions to ensure customer satisfaction and maintain positive relationships.

  • Conduct thorough audits of billing, adjustments, penalizations, and fees for NRS customers.

  • Ensure accuracy and compliance with established billing policies and procedures.

  • Regularly audit customer accounts to verify and maintain accurate account statuses.

  • Identify discrepancies and implement corrective actions as needed.

  • Develop and implement aggressive retention strategies based on customer feedback and audit findings.

  • Work proactively to retain customers and enhance overall customer loyalty.

  • Build positive and lasting relationships with customers through effective communication and problem-solving.

  • Understand customer needs and provide personalized support.

  • Provide proper follow-up on specific audit and retention cases.

  • Collaborate with internal teams to address and resolve identified issues.

  • Adhere to established standard processes and procedures to ensure consistency and quality in customer interactions.

  • Contribute to the improvement of processes based on feedback and experience.

  • Adhere to established daily metrics provided by the coach or assistant, ensuring productivity and performance goals are met.

  • Coordinate with multiple departments to address and resolve customer issues promptly.

  • Facilitate communication between departments for a holistic approach to issue resolution.

  • Conduct outbound and inbound calls to resolve client account issues and conduct follow-ups.

  • Revise email responses to ensure clear and effective communication.

  • Create and keep internal reports up-to-date, providing insights into audit and retention activities.

  • Enter data accurately into forms, Google spreadsheets, and Zoho CRM system.

  • Assist with other administrative tasks as needed to support merchants and customers.

Qualifications

• • High school diploma or equivalent; additional education in business, finance, or related fields is advantageous/ advanced Excel Skills.

  • Excel reports experience will be considered.

  • Proven experience in customer service, billing audit, or retention roles.

  • Excellent communication and interpersonal skills.

  • Strong analytical and problem-solving abilities.

  • Familiarity with CRM systems, Zoho preferred.

  • Ability to multitask and prioritize in a fast-paced environment.

We Offer

• A great and positive workplace

• Parking Subsidy

• Life and Medical Insurance

• Benefits and Discounts

• Growth opportunities

• All law benefits(Bono 14, Aguinaldo, IGSS, IRTRA, Vacations)

• Hybrid Position