Customer Issue Resolution Analyst (Billing/Collections w/14th Month)

Job Responsibilities

• Leads end-to-end Customer Issue Resolution Management – handling issues related to billing, quality and service complaints, disputes, returns, financial adjustments and collection activities to secure timely payment.
• Partners with customers and internal contacts to resolve end-to-end CIR activities, ensuring data accuracy, timely response and proactive problem solving.
• Communicates clearly through email and telephone interactions.
• Completes vigorous collection activities on past due accounts within generally defined credit policies and procedures, determines and corrects billing errors, manages invoice processing cycle times, and optimizes processes to ensure efficiency and accuracy.
• Implements creative solutions for moderate to complex issues, demonstrating skills and knowledge in financial statement analysis, negotiation, and credit and financial principles.
• Develops and supports improvements for work processes and tools.
• Participates in meetings to address ongoing issues and maintain a culture of quality.
• Supports cross-functional teams, acts as a project liaison, and participates in process improvement teams

Qualifications

• Bachelor's degree with Minimum two years in finance, AR/Collections or pricing or handled a Financial Account
• Experience working in ERP and CRM systems
• Experience with Excel, including conditional formulas, VLOOKUP, and pivot tables
• Experience with Power BI reporting and automation tools
• Continuous improvement and continuous learning mindset; ability to learn new information quickly
• Strong attention to detail and analytical skills
• Collaboration skills to work effectively with cross-functional and internal teams
• Ability to independently solve problems and identify solutions; self-motivated
• Clear and conceptual thinking ability; excellent judgment and discretion • Excellent organizational skills
• Ability to de-escalate and resolve issues effectively
• Proactive in resolving issues before they become problems
• Proven and reliable follow-through with commitments and resolutions
• Customer-focused, positive, and solution-oriented; demonstrates empathy and adjusts tone and structure of communication accordingly
• Active listening skills to understand customer needs and identify appropriate solutions
• Excellent oral and written communication in English and customer facing language
• Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines