Finance Advisor

Overview

This role leads the Finance Customer Services function, ensuring professional, efficient, and compliant customer support. Responsibilities include effective collections, quality assurance, continuous improvement, and serving as the final escalation point for complex and unresolved matters. The position also oversees AI interventions to improve service delivery, accuracy, and operational efficiency.

Responsibilities

Customer Service and Escalations

• Lead and manage the Finance Customer Services space to ensure consistent service standards and SLA compliance.
• Respond to customer queries, complaints, and account-related issues across calls and emails.
• Act as the first escalation level, owning complex, sensitive, and unresolved matters through to resolution.
• Monitor performance and implement service improvements.

AI Intervention Management

• Oversee AI-assisted customer interactions, email responses, and automated finance processes.
• Monitor AI accuracy, effectiveness, compliance, and customer outcomes.
• Identify automation opportunities and ensure appropriate human review of sensitive or high-risk matters.
• Address AI errors, process gaps, and intervention failures.

Quality Assurance (QA)

• Implement and oversee quality assessments of AI calls, automated communications, customer interactions, and finance processes.
• Ensure accuracy, professionalism, compliance, and adherence to approved procedures.
• Conduct QA reviews of AI-generated communications and automated workflows.
• Identify performance gaps, provide feedback and coaching, and implement corrective actions.
• Track QA results and drive continuous improvement.

Collections and Credit Control

• Ensure collection activities, payment commitments, and customer interactions are accurately recorded.
• Issue letters of demand for accounts overdue by 60 days, in line with company policy and applicable requirements.
• Support debt recovery, reduce bad debts, and escalate disputed or high-risk accounts.

Incident and Risk Management

• Oversee investigation and resolution of customer complaints, disputes, financial irregularities, and service incidents.
• Collaborate with Finance, IT, and Compliance to mitigate operational, financial, and reputational risks.
• Ensure incidents, corrective actions, and outcomes are documented and tracked to closure.

Reporting and Continuous Improvement

• Oversee customer service, QA, AI performance, collections, and month-end reporting.
• Monitor key performance indicators, including SLA compliance, escalation trends, QA scores, AI accuracy, and overdue debt.
• Analyze data to identify risks, recurring issues, and improvement opportunities.
• Drive process optimization, automation, and collaboration across relevant departments.

Requirements / Key Skills and Competencies

• Strong escalation resolution skills.
• Excellent verbal and written communication.
• Sound knowledge of finance customer service, accounts receivable, and collections.
• Understanding of AI-driven customer service, automation, and risk controls.
• Strong analytical, problem-solving, reporting, and organizational skills.
• High attention to detail, compliance awareness, and customer focus.