Analyst I-Financial Services in Hiawatha, IA at Windstream

Date Posted: 2/8/2018

Job Snapshot

Job Description

Job ID:18000312
This position is in our Financial Services organization.  Responsible for analyzing and resolving complex customer billing disputes for our top Tier Enterprise Customers. Analyst is a customer focused individual whose key responsibilities include processing of billing disputes and achieving sound financial decisions designed to protect the company’s bottom line while preserving the customer relationship. Responsible for analyzing and implementing monthly departmental reporting.
 
Responsibilities:
  • The ability to analyze a reported billing issue and determine 1) if an issue exists 2) the nature of the issue 3) if issue is in need of corrections; and 4) corrective measures needed to achieve resolution with the customer.
  • Respond efficiently, professionally, and effectively to internal and external customer inquiries relative to contract terms.
  • Ability to coordinate with external departments to achieve dispute resolution for customer’s billing disputes.
  • Negotiate settlements with customers using a variety of factors including usage costs, circuit costs, tenure, contract term, risk, et.
  • The ability to escalate to internal/external customers appropriately or handle incoming escalations as the need arises.
  • Ability to multi-task and maintain workload as well as incoming escalations.
  • Handle challenging and sometimes confrontational situations.
  • Assist Management with Manual Adjustment reporting and Monthly Metrics.
  • Responsible for monitoring and reviewing current queue reports to ensure processing timeframes are being met.
  • Proficient in all pertinent systems.
  • Proficient in Excel to calculate, display, and explain credit/debit calculations. 
Preferred Qualifications:
 
  • Four-year degree or equivalent work skills and experience
  • 2-5 years billing experience
  • Strong research, analytical, and problem solving skills with ability to work under tight schedules.
  • Strong communication skills both written and verbal.
  • Proficient in Microsoft Office Tools, especially Excel and Access.
  • Knowledge of SQL as well as other query languages, or the ability to learn these things.

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Job Requirements

Minimum Requirements:  

College degree and 0-2 years professional level experience; or 4+ years professional level related experience; or an equivalent combination of education and professional level related experience required.

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