Job Summary
We are looking for a Training & Process Documentation Specialist – Billing (SME) to lead training, process documentation, and knowledge management initiatives for billing operations. This role will help ensure process accuracy, standardization, and employee readiness through effective training programs, clear documentation, and continuous improvement.
Key Responsibilities
- Conduct onboarding, refresher, cross-skilling, and upskilling training for Billing/AR teams.
- Deliver training on end-to-end billing processes, including invoice generation, submission, reconciliation, and customer-specific requirements.
- Develop and maintain SOPs, MOPs, Operations Manuals, Job Aids, and Quick Reference Guides.
- Create training decks, facilitator guides, exercises, and knowledge assessments.
- Facilitate classroom, virtual, and hybrid training sessions.
- Identify knowledge and performance gaps and recommend appropriate training interventions.
- Collaborate with Operations, Quality, SMEs, Finance, Collections, Customer Service, and Client teams to validate process content.
- Support process transitions, new client launches, operational readiness, QA initiatives, and audits.
- Update training materials and documentation based on process changes, QA findings, and audit results.
- Track training attendance, completion, certification, and effectiveness.
- Support process standardization and continuous improvement initiatives.
Qualifications
- 3–5 years of experience in Billing, Accounts Receivable, or Finance Operations.
- 1–2 years of training, coaching, mentoring, or SME experience preferred.
- Strong knowledge of end-to-end billing processes and reconciliation.
- Experience with ERP systems and/or third-party billing portals preferred.
- Intermediate to Advanced Microsoft Excel skills.
- Strong communication, presentation, facilitation, and documentation skills.
- Excellent analytical, problem-solving, and organizational abilities.
- Ability to simplify complex processes into clear, structured training materials.
- Strong attention to detail and accuracy.
- Bachelor's degree in Accounting, Finance, Business, or a related field preferred.
