Billing & Accounts
Full time
Remote
We're changing the way people invest. For too long, access to alternative investments was mostly available to the ultra-wealthy, while everyday investors had fewer investment options. Our company was founded on the principle that everyone should have the chance to build diversified portfolios that include assets they’re truly passionate about.
So, we created a platform that allows ordinary people to invest
their tax-advantaged retirement funds into non-traditional assets like private
equity and credit, real estate, startups, cryptocurrency, and more.
By joining our growing team, you'll be helping to make our mission
a reality while working alongside our team of talented individuals who are
dedicated to innovation, collaboration, and transforming the future of
alternative investing.
Job Summary:
Our Accounts & Billing team protects our revenue. As an associate on the
team, you will report directly to the Director of Client Experience, as well as work closely with the Financial Operations and Client Support teams to
ensure subscription fees are received and billing issues are resolved in a
timely manner. This role is vital to the company's revenue retention and path
to scale. As an Accounts & Billing Specialist, part of the Client
Experience department, your day-to-day will primarily revolve around
operational needs related to billing our clients and the status of their
accounts. An eye for detail and precision will be key as you support account
closures, fee disputes, billing escalations, and other operational and
procedural actions that involve collecting fees from our customers. Your role
is critical to protecting revenue and resolving customer-facing account
escalations on behalf of the company. If you are a person who enjoys being
organized, working through tasks, data entry, engaging with customers and
problem-solving, this role could be for you.
Essential Duties and Responsibilities:
• Monitor and reconcile payment collection, including
failed/disputed payments.
• Be a point of contact for account or billing issues and
Stripe.
• Provide reports on accounts receivable and payment
trends.
• Engage in retention efforts to encourage customers to
remain on the platform when they indicate intent to close their accounts.
• Process account closures and gather appropriate reasons for
account termination.
• Apply subscription coupons to customer accounts based on
our concession guidelines.
• Troubleshoot payment issues related to customers’ credit
cards on fi le.
• Communicate directly with customers to resolve escalations
related to account closures, resignation of custody, insuffi cient funds, and
discounted fees.
• Record reportable activity and submit tax payments to the
Financial Operations team for processing.
• Partner cross-functionally with Client Experience, Product,
Data, Engineering, and Compliance to make process improvements.
• Establish and document billing, retention, and accounts
processes that align with the company's growth strategy.
• Responsible for managing Stripe, our billing
platform.
• Crosstrain with team members to ensure full coverage of
responsibilities.
• Perform other related duties as assigned.
Education and Experience:
• Bachelor’s degree or equivalent is preferred
• Relevant FinTech, or fi nance and accounting experience is
recommended
• Familiarity with billing platforms, such as Stripe are a
plus
• 1+ years of work experience is required
Required Skills and Abilities:
• Ability and desire to perform in a fast-paced environment
subject to change and ambiguity.
• Extremely detail-oriented and able to perform data entry
actions with little room for error.
• Adept at drafting courteous and professional messages to
customers.
• Track record of performing tasks that are deadline driven.
• Empathetic, intellectually curious, and relationship focused.
• Ready to have fun and work alongside a dynamic team
challenging the status quo.
