Responsibilities
- Execute Tier 2 payment processing and Credit application and investigations in Zuora (e.g., check/ACH applications, initial payment failure cases), resolve successful payment cases, and close the loop in the system-of-records with accurate audit trails.
- Manage and resolve a broad range of operational collection cases (e.g., invoice breakdowns, customized invoicing, payment plan set-ups within guidelines, ACH returns follow-through, Vendor Finance payments and reconciliations), escalating per SOPs when needed.
- Drive timely, consistent customer outreach (email/phone/portal) for MPF/returns cases and aging follow-up, adhering to team SLAs (e.g., 3-hour email response on assigned cases) and cadence standards.
- Analyze portfolio/aging, identify trends affecting payment success/failures, and share actionable insights and recommendations with team leads to improve outcomes and recovery speed.
- Contribute to process documentation and SOP refinement; recommend small-scale optimizations that increase operational efficiency and data quality.
- Collaborate cross-functionally (Sales, Customer Service, Finance, Billing) to remove routine blockers and ensure clean invoicing, correct ownership, and timely case resolution.
- Participate in quality reviews and feedback loops; maintain high standards of communication hygiene, case notes, and compliance (e.g., PCI considerations, record completeness).
- Support onboarding/buddy activities for L2/L3 peers by sharing best practices, templates, and system tips when requested by team leads.
Work Arrangement
Remote (Country)
Additional Information
- Applicant must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.
- Motive requires employees to be authorized to receive access to Motive products and technology.
- Application includes demographic survey on gender identity and disability status (optional).
- Candidates are asked to provide CNIC number and date of birth as listed on CNIC.
- Candidates are asked to select top 3 factors important when considering a job opportunity: Career Growth, Work-life Balance, Remote Work, Leadership, Compensation, Benefits, PTO, Career Stability, Culture, Company Outlook.
- Candidates are asked about how they heard about the opportunity and to provide pronouns for correct addressing.
- Candidates are asked to provide first name commonly used (without special characters or spaces) for display name and email address.
