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Pontera is a venture-backed fintech company helping people retire better through a software platform that enables financial advisors to manage client 401(k) and retirement plan accounts. The company is backed by ICONIQ Growth and Lightspeed Venture Partners and serves financial advisors across SMB to Fortune 500 RIA firms, independent broker-dealers, plan custodians, and plan advisors.
The Senior Billing Operations Specialist will serve as the single accountable owner for billing operations, partnering closely with Finance, Customer Experience, BI, and Product teams. This role is responsible for bringing order and control to billing operations while ensuring accuracy, explainability, and responsiveness for every customer. Billing at Pontera has outgrown its informal, all-hands-on-deck model and now directly impacts customer trust, adoption, and executive relationships.
Key responsibilities include reviewing billing files before release to validate rates, minimums, account eligibility, duplicates, legal entity, credits, and exceptions; maintaining documented sign-off processes and audit trails for every billing release; owning the intake-to-application process for checks and ACH payments, including remittance logging and invoice matching; managing unapplied-cash exceptions and reconciliation to AR/GL; tracking credits and refunds from approval through customer receipt; establishing service levels and aging visibility for open credits and disputes; and serving as the Finance point person for customer-impacting billing issues with verified facts, ownership, due dates, and status updates.
This is a hands-on role for someone who thrives on both building processes and executing details. Success involves establishing control in the first 90 days (documenting billing flows, baselining accuracy, standing up exception queues), stabilizing operations (launching pre-release reviews, implementing reconciliation logs, running UAT), and reducing recurrence (closing root causes, publishing scorecards, formalizing SOPs). By six months, the ideal candidate is equally comfortable auditing high-risk billing files, chasing unmatched checks, building RACIs, and communicating with customer-facing partners about issue status and resolution timelines.
