Entity:

Customers & Products

Job Family Group:

Retail Group

Job Description:

Role Purpose

The External Processing Lead Agent oversees the centralized billing operations for all third‑party repair services, ensuring accuracy, compliance, and service excellence throughout the full Work Order lifecycle. This role is accountable for the integrity of billing and payment processes—from event creation and audit through dispute prevention, vendor payment coordination, and final billing accuracy—while maintaining strong internal controls and alignment with customer expectations.

The position provides real‑time operational support, drives continuous process improvement, and fosters strong relationships with vendors, internal partners, and cross‑functional teams.

Key Accountabilities

Billing Operations & Work Order Management

• Oversee the complete Work Order lifecycle, including creation, audit, validation, and system updates.
• Ensure accurate and timely billing for all third‑party repair services.
• Review and audit Work Orders to maintain data integrity and compliance with internal standards.
• Perform system cleanup, billing validations, and AP data checks to support accurate payment processing.
• Coordinate vendor payments, including ACH exceptions, EFS transactions, and payment consolidations.
• Manage escalation handling, dispute containment, and resolution to prevent service delays or additional fees.
• Validate CIR requests and ensure proper documentation of special cases and exceptions.

Controls, Compliance & Continuous Improvement

• Safeguard adherence to internal controls, billing policies, and operational standards.
• Identify root causes of billing discrepancies and lead corrective action efforts.
• Support process optimization initiatives to enhance accuracy, efficiency, and SLA/KPI performance.
• Maintain and update process documentation and SOPs for new or improved workflows.
• Monitor weekly operational statistics and provide insights to leadership.

Leadership & Stakeholder Collaboration

• Provide real‑time guidance to agents, including process corrections, troubleshooting, and escalation direction.
• Coach, mentor, and support the development of team members to strengthen operational capability.
• Build and maintain strong relationships with external vendors, ensuring clear communication and dispute prevention.
• Collaborate closely with Dispatch, Accounts Payable, and other internal teams to ensure seamless end‑to‑end processing.
• Represent the External Processing team in cross‑functional discussions related to billing, service quality, and operational improvements.

Job Requirements

Education

• High school diploma required; associate or bachelor’s degree in Business, Finance, or related fields preferred.

Experience & Skills

• Experience in billing operations, accounts payable, or service operations within a high‑volume environment.
• Strong understanding of Work Order processes, vendor billing, and payment workflows.
• Demonstrated ability to lead or mentor team members in a fast‑paced operational setting.
• Proficiency with billing systems, data entry, and Microsoft Office tools.
• Excellent communication skills, both verbal and written, with strong customer service orientation.
• High attention to detail, strong analytical skills, and the ability to manage multiple priorities.
• Ability to work effectively with cross‑functional teams and external service providers.
• Strong sense of urgency and commitment to meeting SLAs and KPIs.

Languages

• English Mandatory

Work Location & Shift Pattern

• Santa Fe, CDMX
• Schedule: 1:00 P.M -9:00 P.M
• Hybrid model: 2 days remote, 3 days onsite

Why join us

At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.

There are many aspects of our employees’ lives that are meaningful, so we offer benefits (https://exploreyourbenefits.com/landing.html) to enable your work to fit with your life. These benefits can include flexible working options, a generous paid parental leave policy, and excellent retirement benefits, among others!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Travel Requirement

No travel is expected with this role

Relocation Assistance:

This role is not eligible for relocation

Remote Type:

This position is a hybrid of office/remote working

Skills:

Agility core practices, Agility core practices, Agreements and negotiations, Analytical Thinking, Business Acumen, Business process improvement, Commercial Acumen, Communication, Conflict Management, Continuous Improvement, Continuous Learning, Creativity and Innovation, customer and competitor understanding, Customer centric thinking, Customer data knowledge, Data Analysis, Data visualization and interpretation, Decision Making, Digital Collaboration, Digital Fluency, Industry knowledge and advocacy, Integrated pricing, Leading transformation, market, Negotiation planning and preparation {+ 13 more}

Legal Disclaimer:

We are an equal opportunity employer. We do not discriminate on the basis of protected characteristics like race, religion, color, sex, national origin, sexual orientation, veteran status or disability status. Individuals with an accessibility need may request an adjustment/accommodation related to bp’s recruiting process (e.g., accessing the job application, completing required assessments, participating in telephone screenings or interviews, etc.). If you would like to request an adjustment/accommodation related to the recruitment process, please contact us.

If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.