Senior Analyst, Finance Customer Relations

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Job Title: Senior Analyst, Finance Customer Relations Department & Team: Receivables Management / Payment Solutions Reports to: Senior Manager, Payment Solutions Location: Manila, Philippines Job Summary: The Finance Customer Relations Analyst is responsible for managing and coordinating customer payment-related cases, including inquiries, disputes, escalations, and service requests, through the case management platform. This role serves as a key liaison between internal stakeholders, customers, collectors, Sales, and resolver groups to ensure timely resolution, accurate communication, and an efficient billing experience across the quote-to-cash process. The analyst will work closely with cross-functional teams to drive issue resolution, improve operational processes, and support effective case management within the Payment Solutions function.

Manage and monitor payment-related cases, including billing inquiries, disputes, escalations, and service requests within the case management system. Review, triage, assign, and coordinate cases with appropriate resolver groups to ensure timely and accurate resolution. Proactively monitor and follow up on outstanding customer purchase orders (POs) required for invoicing, payment processing, renewals, and order fulfillment activities. Track PO status, maintain accurate records, and escalate aging or high-risk PO issues to appropriate stakeholders to prevent revenue leakage and payment delays. Analyze recurring PO-related issues and recommend process improvements to strengthen PO compliance, billing accuracy, and overall quote-to-cash efficiency. Act as the primary point of contact for case follow-ups, status updates, and escalations between stakeholders and resolver teams. Handle complex or escalated cases requiring detailed investigation, cross-functional coordination, and resolution management. Partner with Sales and cross-functional teams within the quote-to-cash process to resolve billing and payment-related concerns impacting customers. Work closely with Collections, Billing, Finance, Customer Service, Operations, and Sales teams to improve the overall billing and customer experience. Support initiatives to enhance billing processes, customer communication, and operational efficiency to improve customer satisfaction and streamline quote-to-cash operations. Provide guidance and support to junior analysts on complex billing inquiries, dispute handling, and case management best practices. Assist in resolving escalated concerns from junior analysts and provide recommendations for effective resolution strategies. Ensure all case activities, updates, and resolutions are accurately documented within the case management platform. Track case aging, identify bottlenecks, and proactively follow up on overdue or high-priority cases. Analyze recurring issues and recommend process improvements and root cause solutions. Ensure compliance with company policies, service level agreements (SLAs), and operational procedures.

Bachelor’s degree in Business Administration, Finance, or an equivalent combination of education. Minimum of five (5) years of total professional experience, including at least three (3) years of combined relevant experience in billing and case management. Experience in billing, customer service, case management, payment operations, or quote-to-cash processes. Hands-on experience using case