Ops Specialist: Debtors, Disputes & Settlements at Telkom · Centurion

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

Education

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

Key Stakeholders

Debtors Management
Openserve Customers
Account Management
Product Management
Solutions Architects
Service Management
Commercial Teams
Legal Services