Finance Advisor

Remote, South Africa

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.

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