Frontline Advisor – Finance Query Handling

About the role

We are looking for a Frontline Advisor who will handle incoming finance‑related inquiries via phone and a shared email inbox. The role focuses on delivering professional, customer‑centric service while ensuring accurate processing of requests in line with company procedures.

Key responsibilities

• Answer calls on the Finance Communication Line and respond to emails, providing timely and accurate assistance.
• Analyze financial requests, record them in GCCU and SAP, and make appropriate referrals.
• Process statements, reconciliations, account statements and refunds following established guidelines.
• Escalate unresolved issues to relevant departments and follow up until resolution.
• Support pre‑billing and post‑billing activities as needed.
• Promote self‑service tools such as MyBill and assist customers with any usage problems.
• Identify root causes of recurring issues and contribute to continuous improvement initiatives.
• Meet departmental performance targets and adhere to quality standards.

Required profile

• Bachelor’s degree.
• Fluent in written and spoken English and Turkish.
• Strong analytical, problem‑solving and organizational abilities.
• Detail‑oriented, able to work under pressure and deliver results.
• Excellent phone communication and persuasion skills.
• Team‑oriented mindset.

Required skills

• Proficiency with MS Office applications.