Credit Note Specialist

ROLE PURPOSE

The Credit Note Specialist/SME is responsible for managing the end-to-end credit note lifecycle across multiple customer accounts and service lines. The role serves as the subject matter expert for credit note governance, validation, approval, processing, reporting, and reconciliation activities. The incumbent ensures that all credit notes are accurately assessed, justified, approved, and processed in accordance with contractual obligations, financial controls, audit requirements, and company policies. The role further supports revenue assurance activities, mitigates financial risk, identifies root causes of billing inaccuracies, and drives continuous process improvement to reduce recurring credit notes and enhance billing quality.

ROLE REQUIREMENT Credit Note Management

• Manage the end-to-end credit note process for all allocated customer accounts and service offerings.
• Review, validate, and process credit note requests in line with approved policies and procedures.
• Verify supporting documentation to ensure all credit note requests are substantiated, accurate, and compliant.
• Ensure credit notes are correctly categorised, approved, processed, and reflected within relevant billing systems.
• Monitor credit note ageing and ensure timely resolution of outstanding requests.
• Investigate and resolve credit note discrepancies and exceptions within agreed service levels.
• Maintain accurate records of all credit note transactions and supporting documentation.

Governance, Compliance & Financial Control

• Act as the SME for credit note governance, controls, and approval frameworks.
• Ensure compliance with company financial policies, contractual obligations, delegated authorities, and audit requirements.
• Validate that all credit notes are supported by appropriate approvals and business justification.
• Conduct periodic quality assurance reviews of processed credit notes.
• Support internal and external audit activities relating to credit note transactions.
• Identify and escalate control weaknesses, policy breaches, or financial risks.

Revenue Assurance & Root Cause Analysis

• Analyse credit note trends and recurring exceptions to identify underlying causes.
• Partner with Billing, Service Delivery, Finance, and Commercial teams to reduce recurring billing errors and revenue leakage.
• Monitor credit note volumes, values, and trends to identify financial risk areas.
• Develop recommendations to improve billing accuracy and first-time-right processing.
• Support revenue assurance initiatives aimed at improving revenue integrity and reducing corrective transactions.

Stakeholder Management

• Build and maintain strong relationships with internal and external stakeholders.
• Provide guidance and support to Billing Specialists, Service Delivery teams, Finance teams, and Account Managers on credit note matters.
• Engage customers regarding credit note queries, disputes, and reconciliations where required.
• Act as the escalation point for complex or high-value credit note requests.
• Ensure clear communication and resolution of stakeholder queries within agreed turnaround times.

Systems, Reporting & Process Improvement

• Serve as the subject matter expert on credit note processes and system functionality.
• Support system enhancements, testing activities, process automation initiatives, and control improvements.
• Develop and maintain credit note reporting and management information.
• Produce regular reporting on credit note trends, root causes, approval compliance, and financial impact.
• Analyse process inefficiencies and implement corrective actions to improve operational effectiveness.
• Contribute to continuous improvement initiatives that enhance billing quality and operational efficiency.

SME Support, Coaching & Knowledge Sharing

• Provide specialist guidance to operational teams regarding credit note processes and governance requirements.
• Coach and mentor team members on credit note controls, best practices, and compliance standards.
• Facilitate knowledge-sharing sessions and awareness programmes on recurring credit note drivers.
• Support training initiatives related to billing quality, credit note management, and financial governance.

PROFESSIONAL COMPETENCIES

• Advanced knowledge of billing and credit note processes.
• Strong understanding of financial controls and governance requirements.
• Experience with ERP, CRM, and billing platforms.
• Advanced reconciliation and audit support capability.
• Strong reporting and data analysis skills.
• Experience managing escalated and high-value financial transactions.
• Understanding of revenue assurance principles and risk management.
• Knowledge of contractual billing and credit adjustment processes.

QUALIFICATIONS & EXPERIENCE

• Matric.
• Relevant Diploma or Degree in Finance, Accounting, Commerce, Business Administration, or a related field.
• Minimum 5-7 years' experience in billing operations, credit management, revenue assurance, finance operations, or related environments.
• Proven experience managing credit note processes, reconciliations, investigations, and governance controls.
• Experience supporting audit processes and financial compliance requirements.
• Strong understanding of billing environments, financial controls, and customer account management.
• Experience within ICT, telecommunications, managed services, or technology environments will be highly advantageous.
• Strong systems exposure including ERP, CRM, billing platforms, and reporting tools.
• Advanced Microsoft Excel and reporting skills.
• Experience analyzing transactional data and implementing process improvement initiatives.
• Professional certifications in Finance, Revenue Assurance, Risk Management, SAP, Oracle, or related disciplines will be advantageous.