Resolution Agent

Position: Resolution Agent

Location: Ballymount Co. Dublin

Contract: Full Time Permanent subject to 6 months' probation

Salary: €31,000-34,000 per annum, paid monthly

The Resolution Agent is responsible for managing customer billing queries, payment disputes, and financial complaints through to resolution. The role ensures that all cases are handled accurately, fairly, and in line with company policy, while supporting cash collection and protecting customer relationships.

This role requires strong attention to detail, analytical thinking, and the ability to clearly explain financial information to customers.

Core Role and Responsibilities:

• Resolve billing queries (invoices, payments, credits, balances)
• Investigate discrepancies and identify root causes
• Process refunds, credits, and adjustments
• Manage cases end-to-end within SLAs
• Maintain accurate CRM/finance records
• Work cross-functionally with Customer Service, Sales & Finance

Requirements

• Strong attention to detail and problem-solving skills
• Ability to explain financial information clearly
• Organized, with the ability to manage multiple cases
• Experience in billing, finance, or customer accounts (preferred)

Benefits

• Monday - Friday Days working pattern
• 23 days' holiday + Bank Holidays - increasing with long service
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Shopping discounts with Perks at Work
• 24 hours access to Employee Assistance Programme
• Volunteering Day
• Employee support network and mental health assistance
• Opportunity for career progression