Client Billing Dispute Analyst (Remote)

About the position

The Client Billing Dispute Analyst is responsible for providing high-level customer service by researching and resolving customer escalations related to billing inquiries and complaints. This role involves interacting with clients through various communication channels, maintaining documentation, and ensuring that customer issues are thoroughly addressed. The analyst will also identify trends, provide input for process improvements, and manage a pipeline of cases while collaborating with operational divisions for resolutions.

Responsibilities

• Research and respond to a wide range of routine and escalated billing inquiries and complaints from clients.
• Interact via email with clients on all levels of escalation to assess situations, provide acknowledgment, and inquiry status.
• Troubleshoot to provide client resolution and identify emerging trends.
• Provide written and verbal responses to client inquiries, ensuring clarity and precision in communication.
• Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates.
• Maintain and create logs, records, and files, acting as a resource for information.
• May provide training/product demonstrations customized to meet client needs.
• Navigate, coordinate, and follow up with operational divisions for resolutions.
• Manage FAI resource who provides confirmation emails to clients and logs disputes into Smartsheet.
• Review disputes to determine if they can be researched internally or need to be farmed out to a business unit.
• Follow up on distributed emails to business units to get responses.
• Gain concurrence from higher-level management if disputes are deemed incorrect.
• Monitor response periods to meet client-based SLAs.
• Review responses for clarity and explainability, crafting email responses back to clients with appropriate documentation.
• Maintain relationships and communications with Client Relations Managers and Client Relations Executives.
• Daily review of tracking pivot tables for dispute inventory.
• Provide weekly and monthly summary numbers for disputes and their statuses.

Requirements

• High School diploma or equivalent required.
• Generally has 7+ years of related experience.
• Prior experience supporting client escalations and/or written interactions/complaints in a related field/industry, product, or service.
• Requires extensive knowledge of the company's products and services.
• Excellent organizational skills and attention to detail.

Nice-to-haves

• Experience with Smartsheet or similar project management tools.
• Strong analytical skills to identify trends and opportunities for improvement.
• Ability to work independently and manage multiple priorities.

Benefits

• Health insurance coverage.
• 401k retirement savings plan with matching contributions.
• Paid holidays and vacation time.
• Professional development opportunities.