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Collections and Billing Inquiries Specialist



Sofia, Bulgaria
Posted on Monday, April 22, 2024


This role reports to Team Leader Collections and resides in the Operational Finance Department. This role is primarily based in Sofia, Bulgaria.

Essential Duties and Responsibilities

  • Routine Collections Process
    • Review and monitor assigned accounts, proactively contacting customers to reduce payment delinquency
    • Identify and analyze issues preventing payments and work with the customer and internal teams to resolve, including initiating disputes
    • Initiate appropriate past due activity including phone calls, email, past due notices and service interruption
    • Performs collections on past due accounts, initiates disconnect for non-payment
  • Manage semi-automated Statement of account & Dunning letters – Reminder 1,2, Final and Disconnections – Soft and Hard
  • Outbound collection calls (balance inquiries, first bill reviews, credit note application)
  • Outbound collection emails (balance inquiries)
  • Accounts Receivable Management
  • Review and monitor assigned accounts and all applicable collection reports
  • Identify and reserve potential customer bad debt
  • Bank fee write-off, credit limit & credit hold management
  • Enter and maintain latest status BAN notes in CMD.
  • Simple account reconciliations, simple cash app interventions. To include payment split, payment re-application and
  • Negotiate payment plans with customers as necessary and with manager pre-approval
  • Initiate legal or 3rd party collections involvement by utilizing the third party queue
  • Manage CAM / Account Rep involvement & escalations
  • Log and resolve client inbound requests (calls and emails to billing@gtt.net)
  • Resolve all single request tickets immediately:
    • Invoice request
    • Payment remittance (cash applications ticket)
    • Informational emails
    • Forward to sales
    • Creating a dispute
  • Provide Client feedback on ticket progress and resolution
  • Escalations: Billing Issues; Cash Apps tickets;
  • Resolve tier 2 inquiries
  • Complex account reconciliations, escalations: working with Billing and CAM on any contract or billig related matter;
  • Provide all necessary documentation and support in order to properly escalate ongoing issues as they arise
  • Resolve and approve level 1 customer disputes
  • Cash applications ticket support, if necessary

Other tasks

  • Handles other administrative tasks as requested by line manager
  • During crossover from Interoute role to GTT role employee will be required to split work between legacy role and new role.

Experience Required:

  • At least 1 year of previous experience in a sales support or complex administration function preferred
  • Strong computer skills and good levels of competence in Microsoft Office such as Word and Excel, PowerPoint desirable


  • Excellent English Skills are a must
  • Strong customer focus
  • Ability to work accurately and meet deadlines
  • Attention to detail and accuracy while being able to maintain higher workload
  • Professional and articulate
  • Effective communicator; able to liaise with confidence with both the internal and external parties
  • Flexible
  • Reliable