Ops Specialist: Debtors, Disputes & Settlements

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