Operations and Query Resolution Specialist

Our Client seeks an Operations and Query Resolution Specialist to join their expanding team based in Bracknell. The Operations and Query Resolution Specialist will play a dual role in managing daily operational tasks and resolving complex reconciliation queries. This position ensures the smooth execution of core business processes, including activations, terminations, and payment management, while delivering excellent customer support by addressing inquiries, refunds, and billing adjustments. The ideal candidate will bring strong organisational skills, attention to detail, and experience in resolving financial discrepancies.

Duties of the Operations and Query Resolution Specialist include:

• Account Activations and Terminations - Process account activations and terminations efficiently and accurately.
• Direct Debit Handling - Manage and process Direct Debit setups, amendments, and cancellations.
• Payment Reconciliation and Cash Posting - Process and reconcile daily payments, ensuring accounts are accurate and up to date.
• Customer Inquiries - Respond to and resolve customer queries promptly, maintaining high standards of service.
• Refunds and Credits - Process refunds and manage both paid and unpaid credits effectively.
• Billing Adjustments - Handle invoice adjustments and ensure accurate account updates.
• Consolidated Invoices - Address and resolve issues related to consolidated invoices, particularly for larger accounts.
• Account Reconciliation - Perform complex reconciliations to identify and resolve discrepancies in customer accounts.
• Maintain and update records, ensuring compliance with organisational policies.
• Manage tasks such as payment reallocation and deallocation based on business priorities.
• Support month-end processes while ensuring that ongoing queries are addressed in a timely manner.

Requirements for the Operations and Query Resolution Specialist include:

• Strong organisational and time management skills to handle multiple responsibilities effectively.
• Proven experience in financial reconciliation and resolving complex account discrepancies.
• Excellent communication skills to engage professionally with customers and internal teams.
• Detail-oriented with the ability to process information accurately and efficiently.
• Proficient in using general financial, CRM, and operational software tools.
• A proactive problem solver with a customer-focused mindset.
• Previous experience in operational roles or customer query resolution.
• Strong understanding of financial reconciliation processes and payment management.
• Familiarity with Direct Debit processing and cash handling procedures.
• Experience with CRM and accounting systems (specific system knowledge not required).

Benefits include pension and hybrid working.