Resolution Analyst

Responsible for issue resolution and arranging for past due amounts and proactively calling account base, process billing adjustments, dispute management, and reconciliation of payments and contracts as needed.

Works closely with Dealer, OEM, or Partner's accounting department up to Dealer Principal / Owner and Internal departments including Contracting, Billing, Sales, Implementation, Support, or RGM / VP to ensure clients are billing contracted, installed and functional and payments are received on valid billing.

• Resolves escalated client issues / disputes using problem solving skills
• Researches issues which includes contacting internal business groups to determine resolution
• Provides account reconciliations to include contract versus invoice and payment application
• Acts as an escalation point on inquiries from internal and external clients
• Attend critical calls to review book of accounts assigned, discuss balances due, and payment status on delinquent accounts
• Meet monthly Department A / R Goals and Service Level Agreements (SLA)
• Create Manual Invoice Presentments per client specifications
• Learning our different businesses / products and contracts for issue resolution
• Review and validate Disputes, process credit memos, billing adjustments, and correct billing errors as needed
• Collect on short pays / deductions in error and follow up on delinquent accounts, including Bad Debt Write-Offs and escalating collection efforts as needed
• Proactively contacts clients to review first invoice after an Upgrade / Renewal / Ownership Change
• Responsible for handling all correspondence from internal and external clients timely
• Updates management on potential issues. Makes recommendations on resolution and ways to prevent future issues, after root cause evaluation
• Organize priorities to meet deadlines and meet client expectations
• Performs other related duties as assigned

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