• Empathetic resolution: You are Wealthsimple’s voice during delicate moments. • Strategic resolution: You manage the collections process end-to-end. • Maker-Owner mindset: You are on the front line of risk management operations, taking initiative and ownership. • Sought-after expertise: Master the mechanics of banking operations and become a highly specialized fintech expert.

• Handle sensitive client interactions regarding negative balances, failed deposits, or reversed transfers with empathy and respect. • Own the recovery journey end-to-end, investigating account issues and mapping out repayment plans. • Spot trends in failed transfers or account friction and work with Operations and Product teams to improve systems. • Master banking operations, clearing systems, and recoveries compliance, establishing yourself as a fintech expert.

• Ensure invoices sent to payers are processed and settled efficiently • Manage accounts, research denials, and convert them with compassion and efficiency • Support the ability to consistently deliver compassionate, committed care for medically fragile patients

Role Description The Assistant – Billing & Collections will be responsible for maintaining accurate accounts receivable records, following up on failed and outstanding payments, handling chargebacks and disputes, and supporting commission-related adjustments. - Become the team’s trusted source for understanding what has been paid, what remains outstanding, and why. - Take pride in accuracy, act with urgency, communicate confidently with customers, and identify process issues. - Handle sensitive financial, payment, and compensation information with strict confidentiality. Key Responsibilities - Accounts Receivable and Payment Accuracy - Maintain accurate records of customer balances, payments, and outstanding amounts across various payment arrangements. - Monitor failed and overdue payments across multiple payment platforms. - Follow up directly with customers and internal stakeholders until each outstanding payment is collected, escalated, or formally written off. - Manage collections conversations through email, text message, phone calls, and Circle direct messages. - Communicate firmly and professionally with customers regarding missed or failed payments while maintaining a positive relationship. - Regularly reconcile payment platform transactions against internal records to identify and resolve discrepancies promptly. - Chargebacks and Disputes - Manage chargebacks and payment disputes from beginning to end. - Gather relevant evidence, communication records, transaction details, and supporting documentation. - Prepare and submit complete dispute responses before payment platform deadlines. - Maintain clear records of dispute outcomes, refunds, reversals, and related decisions. - Commission Support - Work closely with the Operations Assistant responsible for managing the monthly commission cycle. - Ensure chargebacks, refunds, cancellations, and failed payments are reflected in the appropriate commission clawbacks and adjustments. - Prepare clean, accurate, and well-documented billing data that supports commission calculations. - Help ensure commission figures are finalized accurately and without unexpected adjustments at payout. - Serve as backup support for the commission cycle when needed. - Referral and Affiliate Payouts - Review and process customer referral and affiliate payout requests. - Verify eligibility, confirm payment information, and ensure payouts comply with company policies. - Apply referral and payout policies consistently. - Identify and escalate unusual cases that require management approval or a judgment call. - Systems, Documentation, and Process Improvement - Follow, maintain, and improve written procedures for payment, collection, commission, and payout activities. - Maintain reliable trackers using Google Sheets, Excel, and other operational tools. - Keep a complete and organized paper trail for payment-related decisions. - Identify manual, confusing, repetitive, or error-prone processes and recommend practical improvements. - Support reporting, dashboard, and workflow automation projects already underway. - Help ensure important processes are documented and not dependent on tribal knowledge. - Cross-Functional Coordination - Work closely with the Operations Assistant, Operations Manager, sales managers, setter and dialer teams, and company leadership. - Confirm that payment, refund, cancellation, and commission information is aligned before numbers are finalized. - Escalate payment and collection issues early. - Provide suggested solutions when raising issues rather than only identifying problems. Qualifications - At least 2–5 years of experience in accounts receivable, billing operations, payment processing, collections, bookkeeping support, or a similar finance and operations support role. - Experience working in a subscription, membership, coaching, education, or recurring-payment business is preferred. - Strong understanding of accounts receivable, failed payment follow-up, refunds, chargebacks, payment reconciliation, and collections. - Confident and fluent in spoken and written English. - Comfortable communicating directly with customers about missed or outstanding payments through various channels. - Able to hold firm but professional collections conversations without unnecessarily escalating tension. - Experience using payment platforms such as Stripe, PayVa, or similar systems. - Experience working with CRM platforms such as HubSpot or comparable tools. - Strong Google Sheets or Microsoft Excel skills, including maintaining accurate trackers. - Comfortable working in a fast-moving, Slack-based environment. - Able to learn new software, payment systems, and internal processes quickly. Preferred Skills and Qualities - Exceptional attention to detail, particularly when reviewing numbers, dates, balances, and payment records. - Strong ownership and accountability over assigned responsibilities. - Able to work independently without requiring daily supervision. - Calm, clear, and direct communication style. - Able to explain payment discrepancies to non-finance team members in simple terms. - Comfortable making decisions within established policies and escalating situations when necessary. - Process-oriented but flexible enough to recommend simpler or more efficient approaches. - Proactive problem solver who identifies issues before they become larger problems. - Honest and transparent when mistakes occur. - Highly discreet when handling customer payment data, company financial information, and employee compensation details. - Coachable, resourceful, and comfortable asking thoughtful questions when additional guidance is needed. Tools and Platforms - Stripe - PayVa - HubSpot - Slack - Circle - Google Sheets and Google Workspace - Asana - Aloware Performance Expectations - Every failed payment is contacted, collected, escalated, or written off with approval within three business days of the failed charge. - All chargeback and dispute responses are submitted with complete supporting evidence before the applicable deadline. - Refunds, cancellations, chargebacks, clawbacks, and commission adjustments are recorded accurately and on time. - Payment platform records consistently reconcile with internal trackers. - Leadership can rely on the accuracy of payment and collection reports without needing to personally verify every number. - Team members can easily determine what happened with a payment by reviewing the documented records. Reporting Structure - Reports to: Operations Manager - Financial policy escalations: Director of Operations - Works closely with: Operations Assistant, Operations Manager, Closer Manager, Setter Team, Dialer Team, and company leadership. Benefits - Opportunities for growth and advancement