Finance Advisor

Role Purpose The Finance Advisor leads the Finance Customer Services function, ensuring professional, efficient and compliant customer support, effective collections, quality assurance and continuous improvement

The role

serves as the final escalation point for complex and unresolved matters and oversees AI interventions to improve service delivery, accuracy and operational efficiency

Key responsibilities

1. Customer Service and Escalations Lead and manage the Finance Customer Services space, ensuring consistent service standards and SLA compliance. Respond to customer queries, complaints and account-related issues across calls and emails.

Serve as the first escalation level, taking ownership of complex, sensitive and unresolved matters through to resolution. Monitor performance and implement service improvements. 2.

AI Intervention Management Oversee AI-assisted customer interactions, email responses and automated finance processes. Monitor AI accuracy, effectiveness, compliance and customer outcomes. Identify automation opportunities and ensure appropriate human review of sensitive or high-risk matters.

Address AI errors, process gaps and intervention failures. 3. Quality Assurance (QA) Implement and oversee quality assessments of AI calls, automated comms, customer interactions and finance processes.

Ensure accuracy, professionalism, compliance and adherence to approved procedures. Conduct QA reviews of AI-generated communications and automated workflows. Identify performance gaps, provide feedback and coaching, and implement corrective actions.