Document Analyst creating and maintaining automated documents for LexisNexis Legal & Professional. Collaborating in an agile environment to enhance document efficiency through automation.
About the role
- Dispute Resolution Analyst managing customer service inquiries and internal disputes with a focus on compliance and timely resolutions. Collaborating with Sales and Customer Service teams.
Responsibilities
- Answering and managing incoming calls, handling 800-line inquiries, and providing appropriate responses.
- Providing customer support and resolution by quickly and effectively addressing questions, concerns, and complaints while maintaining professionalism.
- Escalating issues when necessary by identifying and forwarding complex cases to the appropriate department for resolution.
- Managing disputes and inquiries received through the Service Now platform, ensuring compliance with SLA guidelines and conducting timely follow-ups.
- Providing documentation and support, including invoice copies, statements, and supporting documents like POs, PODs, and Bills of Lading.
- Maintaining organized records to support dispute resolution and facilitate audits.
- Collaborating with internal teams such as Sales and Customer Service to resolve disputes efficiently.
- Ensuring compliance and service quality by following company guidelines, maintaining high service standards, and managing customer master data elements accurately.
Requirements
- Technical degree or at least 2 years of university studies, preferably in Business Administration, Accounting, Finance or related field
- Intermediate to advanced MS Office Suite Excel
- Intermediate Service Now
- Fluent spoken and written English – B2+ as minimum requirement, C1 desired
- Experience on collections-related ERP systems (SAP, Oracle, or others)
- 2 – 3 years of relevant experience in a Collections or Dispute Resolution or Trouble Shooting role (AP or AR)
- 1– 2 years of overall experience in Shared Services environment or multinational companies
Benefits
- Work Flexibility: Hybrid
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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