Analyst II, Dispute Resolution

About the role:   

This role will lead a high-performing, customer-centric team within Global Business Services (GBS) providing one or more business services. Ensures consistency with global processes and maximizes operational efficiency.

Responsibilities: 

• Performs all Dispute Resolution activities, supporting the Collection’s team.
•  Responsible for determining the root cause for dispute/deductions, understanding the order to cash process end to end, and resolving issues that consist of unpaid invoices and deductions/short payments in a timely manner.
• Organize, analyze, and resolve disputed/deducted billing issues that impact the cash collection process, credit, and rebill, when necessary, effectively convey via verbal or written communication a summary of the root cause, conclusion, and resolution of billing issues that are impacting the collection process.
• Independently set priorities, and overcome challenges, and obstacles by taking responsibility to make decisions to drive goals/assignments to completion.
• Collects and analyzes large quantities of data to identify root causes. Provide supporting data and leads initiatives to eliminate the root causes of disputes and deductions.
• Negotiates solutions, maintaining an assertive, yet professional manner; understands that there are different negotiation styles and adapts as the situation demands.
• Establish strong working relationships with both internal and external stakeholders, developing a strong understanding of the intricacies of large, complex customer organizations.
• Provide monthly reporting on controls within the required deadlines.
• Prepare periodic management reports on KPIs, including Dispute aging metrics.
• Assist AR Management with ensuring accurate and timely close activities.
• Supports AR Management on current and future projects and initiatives, including but not limited to implementation, testing, determining key stakeholders, and documenting processes.
• Assist with performing analysis and audit requirements, preparing documentation, and audit of SOX controls to ensure the controls function as intended.
• Adhere to all financial and internal controls.
• Provide support for documenting controls and processes in assigned areas, particularly for changes, including DTPs.
• Provide recommendations to management for process improvements identified through the processes performed during the month.
• Other projects and responsibilities may be added at the manager’s discretion.
• Be part of the transactional activities when required and accomplish the goals.
• Know all aspects of the Accounts Receivable function.
• Support a work environment of continuous improvement that supports the Company’s Quality Policy.
• Act as liaison between AR and external/internal customers, partnering closely on issues with the collectors

Minimum Qualifications: 

• Bachelor’s degree in Accounting, Finance

Preferred Qualifications:

• Results-oriented, excellent attention to detail and organization skills.
• Strong and clear communication and collaboration skills.
• Strong interpersonal skills.
• Customer service orientation.
• Comfortable with frequent change and ambiguity in a matrix organization.
• Strong Analytical decision-making; problem-solving.
• Ability to deliver against targets and objectives.
• English Level desired B1+ (65%).
• Know how to work cooperatively and collaboratively as part of a team and with all levels of employees, management, and vendors.
• Competence to develop an environment that fosters teamwork, positive energy, and efficiency according to company principles.
• SAP knowledge is a plus.
• GetPaid, Salesforce knowledge is a plus.
• Experience in SOX compliance requirements is a plus.
• Excellent listening/communication/collaboration skills.
• Able to work in an adaptive environment and welcomes new & different tasks with a desire to learn and grow your role.