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Description

**Company** Remote work **Location** Seville headquarters **Contract** Indefinite-term contract ### **Job Description** Teknei Group is a leading company in the technology sector, specializing in IT consulting, software development, and innovative solutions. The company has been recognized for its ability to innovate and deliver tailored solutions for its clients’ digital transformation, and possesses extensive experience across sectors including banking, insurance, industry, telecommunications, and public administration. Prioritize and personally manage requests received via the VIP mailbox related to billing, collections, debt, reconciliations, and incidents involving strategic customers or special groups—ensuring agile, accurate, and service-level-agreement (SLA)-aligned resolutions, while acting as the coordination point among various involved business areas. Based on mailbox handling activities, incident management, operational follow-up, coordination with internal departments, and process control as described in Back Office and support services. ### **Your Responsibilities Will Include** * VIP mailbox management * Receive, analyze, and manage requests submitted through the VIP Collections and Billing mailbox. * Conduct end-to-end case tracking until definitive resolution. * Ensure priority handling while respecting committed service levels. * Maintain continuous communication with requesting departments and provide updates on case progress. * Identify and prioritize critical cases, escalating those requiring urgent intervention. * Billing incident management * Analyze billing-related incidents, including incorrect amounts, duplicates, re-billings, or anomalies in contracts. * Validate information across contracting, billing, and collections systems to identify incident origins. * Coordinate corrective actions with responsible departments. * Track incidents until resolution and proper reconciliation are ensured. * Manage cases arising from process errors, systemic incidents, or data inconsistencies. * Collections and debt management * Analyze debt situations, non-payments, and associated claims. * Handle debt review and balance reconciliation requests. * Coordinate correction of erroneous collections or pending financial transactions. * Supervise re-billing and economic compensation processes where applicable. * Collaborate with debt recovery, operations, and customer service departments to resolve complex cases. * Analysis and resolution of complex cases * Perform functional analysis of files with financial impact. * Identify recurring incidents and propose preventive actions. * Manage operational exceptions and ad-hoc scenarios outside standard procedures. * Participate in resolving cross-functional incidents affecting multiple customers or processes. * Operational follow-up and quality control * Monitor pending requests and ensure compliance with established SLAs. * Prepare periodic reports on activity, productivity, and service quality. * Conduct quality checks on executed tasks. * Detect operational deviations and promote improvement actions. * Coordination with internal departments * Act as the liaison between Billing, Collections, Customer Service, Operations, Systems, and Business units. * Coordinate actions to resolve incidents affecting multiple processes. * Participate in operational forums and follow-up meetings. * Document procedures and operational criteria to ensure response consistency. ### **Requirements** * Minimum 2–4 years’ experience in Billing, Collections, Back Office, or Customer Operations. * Experience managing complex customer incidents. * Knowledge of end-to-end billing and collections processes. * Experience working with functional mailboxes and case management. * Experience monitoring SLAs and operational KPIs. * Proficient use of corporate management tools and CRM systems. ### **What We Offer You** * Join an established corporate group with national and international presence. * Indefinite-term contract. * 100% remote work arrangement. * Possibility to be assigned to centers in Seville, Barcelona, or Madrid. * Excellent working environment. Our commitment is to foster workplaces where people are treated with respect and dignity, supporting staff’s professional development and ensuring equal opportunities in recruitment, training, promotion, pay policy, working conditions and employment, occupational health, work schedule organization, and work–life balance—providing a discrimination-free environment regardless of gender, sex, ethnic origin, race, age, sexual identity, disability, sexual orientation, religious beliefs, language, cultural background, or educational level. #### **Take the Step** If you want to grow within a company that champions innovation, stability, and people, **Teknei** is where you belong. Join a team of professionals where your talent will make an impact from day one. Apply now and let’s build transformative technological solutions together.