ZigZag is looking for a Billing and Accounts Support Officer to join our team!

About the role

The Billing and Accounts Support Officer provides daily, hands-on billing, accounts receivable, and customer-service support to Pop. The role is fully remote, working closely with the Financial Controller and the wider Support Crew.

The role is team-facing via Slack and Zoom, and supports external stakeholders — including clients, therapists, plan managers, and referrers — through email, written channels, and phone calls. Responsibilities may evolve over time based on business needs as the partnership matures.

Purpose of the Role

• Deliver high-quality customer service across billing and finance enquiries, including phone-based support.

• Provide accurate and timely accounts receivable, invoicing, and reconciliation support.

• Investigate and resolve billing problems for clients, therapists, and the management team.

• Support the Financial Controller with day-to-day finance operations and compliance.

Key Responsibilities

Billing & Invoicing

Process and send invoices to clients, plan managers, and third parties. Process credit card payments. Apply rebates and discounts; set up and amend client billing instructions in Zanda. Correct appointment billing status, duration, and third-party setup to ensure accuracy and compliance prior to invoicing.

Accounts Receivable

Pull and review Xero AR aging report and investigate unmatched payments; action the EzyCollect dunning queue; issue aged-debtor and paused-client reports; execute the aged-debtor follow-up cadence via email, SMS, and phone; pause clients in Zanda per credit policy; track NDIS portal claims and Medicare rebates; document every debtor contact in the agreed CRM record; escalate any debtor past 30 days, or any plan-manager pattern, to the Financial Controller.

Practice Management Billing

Invoice checks of previous-day services prior to Xero export. Medicare referral setup, processing, and tracking. Apply rebates and discounts; set up and amend client billing instructions in Zanda. Correct appointment billing status, duration, and third-party setup to ensure compliance.

Customer Service & Phone Support

Provide first-line customer service to clients, therapists, plan managers, and referrers. Answer the finance phone line promptly; return missed calls within 5 minutes where possible. Contact clients with declined credit-card payments within 24 hours to resolve. Make outbound calls for aged-debtor follow-up as directed by the Financial Controller.

Mailboxes & Slack

Manage the “Hello” inbox (plan-manager and client queries, receipt forwarding). Respond to therapist invoice-status, billing, and finance queries in Slack.

Problem Solving & Issue Resolution

Investigate and resolve billing discrepancies, payment mismatches, and invoicing errors. Triage queries from therapists and clients; resolve directly where possible or escalate clearly to the Financial Controller. Identify root causes of recurring billing issues and propose fixes.

Reporting & Compliance

Routine and ad-hoc financial audits as directed by the Financial Controller. Apply policy updates across the broader organisation.

Continuous Improvement

Flag process gaps and propose automation, template, or workflow improvements.

Customer Service and Phone Support

Customer service is a core component of this role. The Billing and Accounts Support Officer is the first point of contact for billing and finance enquiries from clients, therapists, plan managers, and referrers.

• Answer the finance phone line promptly during business hours; return any missed calls within 5 minutes where possible.

• Provide clear, professional, and empathetic service on every call and written interaction.

• Resolve enquiries at first point of contact wherever possible; otherwise, set clear expectations on follow-up timeframes.

• Make outbound calls for aged-debtor follow-up, declined payments, and billing clarifications as required.

• Document client and referrer interactions to support relationship management and continuous improvement.

Problem Solving

The role requires a proactive, investigative approach to billing and accounts issues.

• Investigate billing discrepancies, payment mismatches, duplicate or underpayments, and invoice errors.

• Identify the root cause of issues rather than treating symptoms; propose lasting fixes.

• Triage incoming queries — resolve directly where within scope, or escalate clearly and concisely to the Financial Controller with a recommended course of action.

• Spot patterns across recurring issues and flag opportunities for process, template, or automation improvements.

• Support therapists and clients in interpreting billing instructions, plan-manager rules, NDIS requirements, and Medicare claim processes.

Examples of Excellence

• Company KPI of less than 5% billing errors per month is consistently achieved.

• Customers report consistent positive feedback on communication, responsiveness, and service quality.

• Phone enquiries are answered or returned promptly, and resolved at first contact wherever possible.

• Aged-debtor balances are actively managed and within company targets.

• Billing problems are investigated thoroughly, with clear escalation and resolution paths.

• Therapist and client requests are completed to a high standard within agreed timeframes.

• Innovations and process improvements are proposed and implemented to reduce manual effort.

• KPIs are delivered consistently without reliance on overworking or unhealthy work patterns.

Required Experience & Skills

• 2–4 years of experience in billing, invoicing, accounts receivable, or credit/collections

• Proven ability to process payments (including credit cards) and manage invoices

• Experience handling overdue accounts and following up on aged debtors

• Strong client communication skills (phone, email, SMS) with good English proficiency

• Ability to investigate and resolve billing discrepancies across multiple systems

• Detail-oriented with strong problem-solving and multitasking skills

• Background in BPO, fintech, telco, or finance-related customer support is preferred
  Australian experience is a plus but not required

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

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