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Most of World Billing Relationship Manager (BRM)


Bangalore, India

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The Billing Relationship Manager (BRM) India is a member of the BRM Most of World team within the Finance Business Custom Complex organisation. The successful candidate will be located in the AT&T India Bangalore office.
The BRM has a customer facing role and will also be the lead person for billing related issues in face to face meetings or conference calls with Sales, Service Management, Collections, Billing Operations and/or Customers, this will often involve multiple countries or customer business units, and requires some flexibility in working hours, being able to join conference calls at early morning or late evening to accommodate different time zones.
The BRM will recognize and investigate issues relating to non-payment of invoices or other billing related issues affecting the customer to ensure prompt payment of invoices or resolution of invoice disputes.

Roles and Responsibilities:

The principle responsibilities will involve:
1. Creating invoice summary reports and reviewing with customer representatives.
2. Organize invoice soft copies as is required by the customer.
3. Acknowledgement of all Purchase Order (PO) numbers provided by the customer.
4. Maintain a PO tracker with clear acknowledgement dates for all POs; their commissioning/bill triggers dates/ Bill /account dates for clear 1 to 1 mapping.
5. Check on PO vs contracts to ensure compliance. PO need to be checked for values, contracts, entity names , time frame and all other relevant factors
6. Create an RDS in the system once account profiling is complete to get the PO number embedded in the invoice.
7. Coordinate with project managers to get a track of all Test & Turn UP (TTU)/Billing dates for each site to ensure clear database availability at the billing time.
8. Keep track of all upgrades and acknowledge POs for the same. Keep track of all TTUs/billing trigger dates for updates and match with the bills.
9. Initiate a First Bill Review process
10. Make sure all billing begins and ends in a timely fashion – and that there is no revenue leakage
11. Help in raising RDS for billing disputes for the customer.
12. Coordinate and ensure that all responses to dispute closures are explained to the customer and credits are correctly accounted for.
13. Follow up with customer entities for payments and help in answering relevant questions.
14. Ensure that all disconnections are correctly accounted for and billing ceases correctly
15. Maintain a disconnection tracker spreadsheet including POs that are disconnected with last bill dates
16. Be the SPOC for any /all billing collection calls internal as well as external
17. Maintain relationship with payment processing teams of the customer to ensure prompt payment.

The BRM also works in cross functional teams to deliver process improvements and changes by applying their expert knowledge and "real world" customer experience to billing issues.

Key Competencies and Skills:

Other Preferred Skills

• Minimum of two years’ experience in managing complex customer issues and disputes in a similar environment (Service Management, Customer Care -GBRT, Credit & Collections, or Billing Operations)
• Bachelor Degree in the area of Business/Project Management, Finance, Accounting or Economics
• Strong communication skills in English, both spoken and written
• Knowledge and billing dispute resolution skill
• Customer facing skills
• Ability to quickly adapt to new and changing situations, to share creative solutions with team members, and possess a proven ability to provide and receive constructive feedback
• Ability to communicate at different organizational levels and with different organizational audiences from all countries of the world.
• Ability to work independently and a self-starter.
• Confidence to direct others teams to achieve positive results for the customer