Billing & Collection Specialist (MY - Mandarin Speaking)
About us:
Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners.
We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price.
Tarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2024.
To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!
What we’re looking for:
We are seeking a native Mandarin speaker who is detail-oriented, highly organized and has a client centric mindset to join our team. If you are a fast learner that is not afraid to challenge the status quo in pursuit of higher quality, efficiency and accuracy, we would love for you to join our team. As a Billing and Collection Specialist at Tarro, you will play a vital role in ensuring the invoicing and payments process seamless for our clients. You will need to proactively engage with our clients and internal stakeholders to ensure timely and accurate processing of incoming payments. You will work closely with the accounting team and other client facing teams to maintain financial records, resolve payment discrepancies, and provide outstanding client experience. Your contributions will directly impact our financial stability, client and customer relationships.
The Role:
Monitor client accounts to identify non-payment, delayed payment, and other billing irregularities, and take timely follow-up actions.
Proactively follow up with clients on outstanding invoices, ensuring collections are completed in line with agreed payment terms.
Manage inbound and outbound client communications, handling billing inquiries and resolving discrepancies in a professional and timely manner.
Service Levels & Responsiveness (Client Support Focus)- Meet defined SLAs and metrics related on billing and payment inquiries.
Track and contribute to key support and AR metrics such as but not limited:
Ticket resolution time
First-contact resolution rate
Dispute volume and trends
Client satisfaction rate
Own billing and collections cases end-to-end, from initial inquiry through final resolution. Ensure all customer interactions, actions taken, and outcomes are clearly documented in the ticketing system. Provide timely status updates to customers until issues are fully resolved.
Investigate billing disputes and discrepancies by reviewing invoices, contracts, and payment records. Resolve issues at first contact where possible, and escalate complex cases with complete supporting details.
Ensure all AR transactions and supporting documentation are complete, well-organized, and up to date.
Guide clients on billing processes, payment methods, and invoice details to prevent repeat inquiries.
Act as a client advocate when coordinating with internal teams (CSM, COS, Ops and others). Follow through on internal action items to ensure client issues are fully close.
Assist with ad hoc projects and initiatives related to billing, collections, and process improvement as required.
About You:
You have a SPM / Diploma/Bachelor Degree in accounting, finance or a related field.
You are bilingual in Mandarin and English.
You are willing to work US hours (night shift) as our clients are based in US.
You have strong attention to detail and a commitment to accuracy.
You have a positive attitude, is independent, self-motivated and results-oriented.
You have previous experience in accounts receivable or a similar role.
Bonus points:
You have a good understanding of accounting principles and its application.
You have experience in a consumer driven industry with a passion for the customer.
You have knowledge of accounting software and ERP systems.
You have a roll up your sleeves mentality with current or prior experience working in a fast paced, collaborative, highly ambiguous environment frequently wearing more than one hat.
If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!
Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.
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