Role Summary The Customer Support Specialist is an experienced individual contributor responsible for resolving a broad range of customer enquiries and will specialize in minimizing business exposure. The role operates with limited supervision, manages escalations and applies sound judgment to deliver consistent, high-quality customer outcomes aligned to team and business objectives. The Specialist works tactically across multiple processes, products, and projects, contributing to incremental improvements, supporting change initiatives, acting as an informal leader and mentor within the team, and performing quality assurance audits for junior roles to help reinforce service standards, compliance, and coaching opportunities.

While work is primarily guided by defined procedures, the Specialist may suggest variations in approach, refine solutions, and contribute to the development of new processes where needed.

Responsibilities

Independently manage a variety of inbound and outbound customer enquiries across phone, case, email, and digital channels Create and update case notes, reports, and supporting documentation for review and audit purposes Resolve straightforward to moderately complex customer issues using approved procedures, tools, and judgment Manage defined escalations that have clear guidance and resolution frameworks Independently investigate overdue or unresolved invoices, performing accurate reconciliation to identify root causes and required actions Communicate directly with customers and internal account owners via approved case management systems and outbound contact methods, in line with business KPIs and regulatory

Requirements

Clearly explain outstanding positions, required actions, and next steps to customers in a professional and compliant manner. Ensure timely resolution of items to minimize financial exposure and support accurate account standing.

Maintain accurate and timely system updates to support auditability, reporting, and governance review. Analyze trends, recurring issues, or risk indicators within collections activity and raise insights or recommendations to leadership. Contribute information and analysis to support provisioning decisions and risk assessments.

) Identify inefficiencies or friction points within collections processes and suggest practical improvements or refinements.

within defined guidelines Projects, Collaboration & Business Contribution May manage straightforward end-to-end projects or process improvements under guidance Build effective working relationships with internal and external partners to resolve issues efficiently Collaborate across teams to support service delivery, change initiatives, and operational improvements Understand how individual decisions impact team results and elements of broader business goals Support broader Customer Care function as needed. Leadership, Communication & Development Act as an informal/ deputy Supervisor and escalation point within agreed boundaries Mentor and coach Customer Support Associates by sharing knowledge and best practices Conduct quality assurance audits for junior roles, and identify coaching opportunities to improve consistency, compliance, and customer outcomes Role model company values, service excellence, customer advocacy, and operational best practices.