AP Helpdesk Specialist (Quezon City) - Manila

Qualifications:

• College Graduate preferably of Business Administration or Accountancy
• 2-3 years in AP Help desk, AR, logistics, or customer service (call center experience preferred).
• Strong Microsoft Office skills (Excel, Outlook).
• Detail-oriented with ability to prioritize tasks.
• Excellent verbal communication & problem-solving skills.

Job Description:

1. Call & Inquiry Management:

• Handle 50+ calls daily (total team volume: 200-250 calls/day) regarding payment status, invoice issues, remittance, and account updates. - call volume could me more or possibly less.
• Address inquiries such as:
• Payment status & missing payments
• Rate verifications & disputes
• Customer remittance requests- this would be Carrier remit request
• Customer Disputes requests – We don’t dispute items with carriers, but we toggle loads for agent assistance with notes
• Aging statements & short/overpayment inquiries
• Agent corrections & setup requests- Please explain thoughts on this one
• ACH, Quick Pay, and Lumper payment requests- Please elaborate on extent of this item
• Manage the AP help mailbox and clear voicemails promptly.

1. Issue Resolution & Escalation:

• Investigate and resolve carrier/factor payment disputes, incorrect payments, and claims issues.
• Escalate complex cases to the Supervisor or onshore team when necessary.
• Track problem resolution and update carriers promptly.
• Involve Internal sales agents, inhouse dedicated AR/AP departments supervisor for any disputes pertaining to loads not being paid. -ability to prioritize tasks

1. Documentation & Compliance:

• Verify and update carrier contact details (email, phone, address).
• Process NOA/LOR requests, credit forms, and billing adjustments.-do you mean enter billing adjustments req on loads? noa’s and lor’s would be forwarded to the correct team for processing. (factor notice)
• Handle phishing calls and ensure data security protocols are followed.-identify fraudulent payment requests ie: fraudulent rate confirmations

1. Process Improvement:

• Identify recurring issues and suggest process improvements.
• Assist in training new hires by providing real-case examples (10-15 scenarios).