Customer Service Representative
Polaris Financial Staffing, Alpharetta, GA, United States
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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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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