Dispute Analyst I - Operations Customer to Cash
A Dispute Analyst helps resolve complaints or any concerns related to billing, cash applications, contracts, and/or other unsatisfactory product or services provided by Thomson Reuters. Resolution of such will allow collection of past dues.
About The Role
In this opportunity you will:
- Perform an in-depth review and investigation of the logged dispute case to validate transactions throughout the dispute process lifecycle.
- Maintain proficient knowledge of the credit & collection policies applicable per business, including the established acceptable dispute reasons/codes.
- Adhere to the Compliance regulations of Thomson Reuters.
- Maintain or exceed established Service Level Agreements (SLA) and guidelines for timely resolution of disputes to minimize potential losses.
- Communicate with internal and/or external teams regarding the dispute inquiry and navigate through multiple systems to maintain accurate dispute resolution reporting.
- Follow up with internal and/or external teams on ageing and idle disputes.
- Escalate as deemed necessary.
- Open ticket(s) and communicate dispute issues to leadership and/or internal partners.
- Identify, recommend and implement process workflow improvements, influence dispute processes and policies through a root cause approach (RCA).
- Provide guidance and best practices to internal Thomson Reuters teams (Collections, Cash Applications, Billing, Sales, Customer Service, etc.) based on identified root causes (RCA).
- Perform other ad hoc duties as assigned.
- Apply company policies and procedures to resolve issues.
About You
- Minimum of 2 years technical or customer support or collections
- Deductive logic, complex problem solving, and excellent troubleshooting skills to formulate customer-specific solutions
- Clear, concise, courteous, and professional English written and verbal communication soft skills
- Self-directed, able to prioritize and effectively manage many cases at a time.
- Exceptional customer service, organization, and time management skills
- Can consistently and successfully demonstrate, (with minimal supervision):
- Strong team player capabilities, i.e., willing to offer and seek assistance to/from others as appropriate
- Desire for self-improvement i.e., self-study on own initiative and continuing education opportunities
- Ability to work well across departments and all skill levels
- Experience supporting SAP, Salesforce.com, or other ERP and CRM systems
- General experience with SOX compliance and regulations as it pertains to supported systems
- Educational requirements: Bachelor's Degree or equivalent work experience
- Willing to work on night shifts; or based on business needs
- Applicants must be willing to work in Taguig City; hybrid set-up
What's in it For You
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters caf networking.
Social Impact: Ten employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
Do you want to be part of a team helping re-invent the way knowledge professionals work How about a team that works every day to create a more transparent, just and inclusive future At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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More information about Thomson Reuters can be found on https://thomsonreuters.com.
