Client Resolution Team Member Afternoon time shift

As a Client Resolution Team Member, you are responsible for facilitating the research and resolution of dispute caseThe resolution of a dispute requires coordination between the external customer and our internal business owners. The CRT Member initiates the resolution of a dispute by contacting external customers to obtain supporting documentation, identifies the root cause and properly codes the disputeThey work with our internal business owners to research the issue(s), obtain supporting documentation that validates or denies the dispute and resolve the dispute timelyThe resolution of the dispute can result in a credit memo or debit memo to the customer or communication that the deduction is denied and funds need to be paid. Timely resolution of disputes can have a positive impact on a business owner operating working capitalKey performance metrics are the average days the dispute remains open and identification of root causes and trends to eliminate future disputes. Accurate coding of disputes allows the business owner to identify and focus on improvements for the prevention of future disputes.

Essential Job Functions and Responsibilities:

• Working hours: Monday-Friday 15:30-24:00
• Contact the customer or internal business owner via phone and email to research and obtain supporting documentation for the dispute
• Determine the root cause and reason for the dispute and work with the customer or internal business owner to resolve the issue that is preventing payment, and obtain promise to pay.
• Upon resolution of the dispute, contact client via phone and email to obtain status of payment.
• Accurately code the unpaid reason and root cause of the dispute
• Demonstrate ownership of dispute resolution process by performing the tasks and actions within the established time frames
• Follow-up and communicate with customers and internal business partners to achieve key metrics
• Escalate issues timely to appropriate contacts
• Obtain authorization for billing adjustments and write-offs
• Clear disputes in ERP by approving/denying dispute transaction
• Collaborate with Billing Manager, Credit control, customer, and Business Owner to investigate and analyze solutions to eliminate future disputes
• Support inbound queue calls
• Work in collaboration with credit control agent to obtain payment, and reduce the over 90 aging through data mining techniques and direct contact with the client.
• Other duties as assigned

Knowledge/Skills/Abilities

• High attention to detail and accuracy
• Large ERP system knowledge (Oracle preferred)
• Previous Accounts Receivable experience preferred
• Previous Customer Service experience preferred