Billing Process Analyst

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At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.

The Billing Enquiries & Disputes team plays a critical role in resolving complex billing enquiries and disputes for Enterprise Business customers. Acting as second-level business support, the team ensures timely first responses, clear updates, and accurate resolutions through in-depth investigation, correction, and collaboration with other Optus teams. The Billing Process Analyst position requires strong ownership and accountability in handling disputes, with expertise across billing systems, products, and end-to-end billing processes

This role demands excellent analytical and communication skills to identify root causes, recommend corrective actions, and clearly justify billing adjustments or account changes. Acting as a specialist support for the Service Desk, the analyst coordinates with Sales, Commercial, Legal, Product, Credit, and Service teams to close cases within SLA. The ideal candidate will bring experience in reporting tools, and ideally SQL knowledge, combined with exceptional attention to detail, self-management, and customer-focused problem-solving abilities.

What you’ll be doing

- Resolution Management of Disputes and Handling multiple enquiries whilst meeting SLA’s
- Clear, concise communication with internal stakeholders to uphold corrective actions, billing adjustments, and account/service changes.
- Own and verify all adjustment investigations (contractual, non-contractual, goodwill), ensuring accuracy, documentation, and compliance with approvals.
- Handle high-value adjustments, including memos, finance provisions, and senior leadership communication to minimise revenue impact.
- Make informed decisions to identify and correct errors, applying appropriate actions to resolve complex billing issues.
- Enhance customer experience by ensuring timely issue resolution, proactive responses, and clear, effective communication.
- Educate internal stakeholders on processes and policies to minimise complex or increased enquiries.

What makes you perfect for the role?

- 5+ years’ experience in billing systems, enquiries management, and dispute resolution preferably within the telco industry.
- Strong commercial, financial, and customer service background with proven financial skill and reporting knowledge.
- Expertise in dispute management, negotiation, communication, and process compliance, with ability to enhance processes.
- Technical competence in telecommunications technology/products and advanced MS Office skills.
- Ability to read and understand simple SQL highly desirable.
- Tertiary qualification in IT, Finance, Commercial, or related field, with strong time management and prioritisation.

Perks we love at Optus

- 3 days in the office, 2 days remote – with flexible hours to suit
- Inclusive carer neutral paid Parental Leave of up to 16 weeks
- Competitive leave including 2 'Connected Leave' Days
- All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
- Own your own growth by accessing an extensive online and facilitator led learning catalogue.
- Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive

If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We/'re here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours

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