Client Resolution Team Member

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Employer: Mood Media
Domain:
  • Customer Support - Client Service
  • Management - Consulting
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 07.06.2018
    Short company description

    Mood Media is the global leader in elevating customer experiences. Through the right combination of sight, sound, scent, systems and social mobile technologies, Mood’s solutions reach more than 150 million consumers a day.
    With more than 500,000 active client locations around the globe, they consult and serve more than 850 businesses of all sizes and market sectors, from the world’s most recognized retailers and hotels to quick-service restaurants and thousands of small businesses.

    Requirements

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

    ​Please note that this position requires you to work with US clients during US time
    Hours worked: 3:30 EEST – 12 midnight EEST

    Responsibilities

    Contact the customer or internal business owner 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
    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, Collector, customer, and Business Owner to investigate and analyze solutions to eliminate future disputes
    Other duties as assigned

    Other info

    General Summary:

    As a Client Resolution Team Member, you are responsible for facilitating the research and resolution of dispute cases. The 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 dispute. They work with our internal business owners to research the issue(s), obtain supporting documentation that validates or denies the dispute and resolve the dispute timely. The 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 capital. Key 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.