Finance Dispute Analyst

Responsible for superior service by ensuring customer s queries/disputes are handled in timely manner and in accordance with company policy and procedures. They will engage across all areas of order to cash, including order management and billing, and also work closely with the collections teams for their designated Line of Business ( LoB ). The individual in this role should understand all aspects of order to cash.

Respond to all customer/collector queries in a timely and comprehensive manner to ensure customer satisfaction.

Resolve root cause issues that are driven through disputes, from an order to cash perspective.

Responsible for providing leadership, training and guidance to outsourced billing and collections teams to facilitate the timely resolution of disputes.

Communicate effectively (oral and written) to identify and document necessary information.

Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times .

Adherence to quality and compliance guidelines.

Support any new initiatives and successful implementation.

Key interface points will include sales, account support, operations, and account management leaders. They will also interface closely with outsourced and retained resources as needed to resolve and close issues.

Key Performance Metrics for this role include:

cycle time measures on dispute resolution for assigned disputes

easy to do business with customer survey scores

"time back to sales" improvements via sales survey scores

BASIC QUALIFICATIONS:

Prior collections/billing/dispute management experience preferred

Strong problem solving and customer service skills

Ability to communicate difficult messages to Sales Leadership and offer viable alternatives to mitigate company risk

Ability to drive results through virtual and or cross functional teams

Strong sense of accountability

High sense of urgency

Must possess a passion for delivering excellent service and resolving service problems

Ability to Work collaboratively with other team members (client/customer and Accenture) from different disciplines and backgrounds