Position Summary

Responsible for superior service by ensuring customers queries/disputes are handled in timely manner and in accordance with company policy and procedures. You will engage across all areas of order to cash, including order management and billing, and work closely with the collections teams for their designated Line of Business (LoB).

Key Areas of Responsibility

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 always given.
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.

Skills and Qualifications needed to be successful in this role:

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

Role: Customer Success Associate

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success

Education

UG: Any Graduate

PG: Any Postgraduate

AR Disputes Analyst