Operations Escalation Specialist

LexisNexis•Dayton, OH

12d•Remote

About The Position

The Operations Escalation Specialist plays a key role in driving the timely resolution of customer billing issues, outstanding payment concerns, and dispute management activities. Working closely with Sales, SSAs, customers, and internal operational teams, this role helps remove barriers to payment, improve collections outcomes, and enhance the customer experience. The position requires strong organization, problem-solving skills, and the ability to manage complex billing matters across multiple systems and stakeholders.

Requirements

Experience managing billing issues, payment concerns, disputes, or collections-related activities
Ability to collaborate effectively with Sales, SSAs, Credit Management, Customer Accounting, Tax, and other operational teams
Strong customer communication and stakeholder management skills
Excellent organizational skills with the ability to prioritize multiple activities and deadlines
Experience working with case management, ticketing, or dispute management systems
Analytical approach to reviewing aging debt balances and prioritizing resolution efforts
Ability to identify process improvement opportunities and drive continuous improvement initiatives
Proficiency working across multiple business systems and tools to resolve customer issues

Responsibilities

Lead and manage activities within the segment to collect on outstanding customer payments and billing related issues
Drive resolution of billing issues with the Sales and SSA teams
Assist Sales and SSAs in billing issue resolution (e.g. Missing PO, incorrect billing,...)
Communicate with customers where necessary to expedite invoice setup and correction
Utilize NPSO & Aging debts balances lists from Credit Management to prioritize
Lead NPSO campaign lists & processes within the segment
Focus on Large Corp Legal aging debt to resolve outstanding payment issues
Manage Dispute Management Tool (DMT) tickets ensuring resolution within SLA