Resolution Analyst

CDK Global•Chicago, IL

About The Position

The Resolution Analyst is responsible for issue resolution and arranging for past due amounts and proactively calling on critical account base, process billing adjustments, dispute management, and reconciliation of payments and contracts as needed.

Requirements

Some college
Minimum 2 years of experience in a finance, customer service or collection, or contracting background

Nice To Haves

Knowledge of Salesforce Billing
Cognos Analytics
Power Bi
Advanced Excel knowledge
Dealership Knowledge
Bilingual (English /French-Canadian)

Responsibilities

Resolves escalated client issues/disputes using problem solving skills
Researches issues which includes contacting internal CDK business groups to determine resolution
Provides account reconciliations to include contract versus invoice and payment application
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
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
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
Acts as a Subject Matter Expert (SME) for Collections Specialists
Contribute on projects, process, and systems to drive continuous improvement