Chargeback Analyst Jobs

About The Position

Requirements

• Bachelors degree
• 0-3 years of experience in in commercial operations, data entry, finance or contract administration.
• Proven ability to manage high volumes of data with a high degree of accuracy.
• Experience and ability to act in a complex and rapidly changing business environment.
• Ability to understand customer issues and respond in a timely manner.
• Ability to understand all aspects of the chargeback and order to cash process.
• Ability to understand the impact of financial data and membership changes on chargeback accuracy, revenue recognition, contract compliance, and overall customer profitability.
• Provides unique and efficient solutions to customer problems.
• Identifies improvements for sales/chargeback/order to cash management internally and with customers.
• Develop communication strategies that support varying/changing customer interfaces and needs.
• Previous experience in the pharmaceutical/ finance /accounting / regulatory industry or high touch customer service environment preferred.
• Analytical Rigor: Ability to identify "Error Trends" and translate raw data into actionable insights.
• Strong critical thinking and analytical abilities.
• Financial Stewardship: Foundational understanding of the Gross-to-Net (GTN) impact of chargeback accruals and their role in financial forecasting.
• Collaborates with Finance and Compliance stakeholders on initiatives to improve adherence to policies and procedures.
• Responsible for supporting accruals and other finance department needs.
• Excellent written verbal and written communication skills and ability to craft documentation.
• Strong interpersonal skills via direct communication and indirect via email.
• Must be flexible, able to multi-task in a fast-paced environment, and operate well in a team setting.
• Able to provide accurate feedback regarding how customers feel about our level of service.
• Able to admit to mistakes or oversights and work in conjunction with internal partners to resolve problems.
• Ability to work across internal cross-functional teams (Finance, Sales and Distribution, Accounts Receivable, IT, Commercial Operations, and senior managers) and represent Customer Operations.
• Proficiency in MS Excel, Business Intelligence reporting (BI) and SAP (6.0 later preferred), EDI and SAP experience preferred.

Nice To Haves

• Familiarity with Model N, Member Centric, or similar ERP/Contracting systems is preferred but can be trained.

Responsibilities

• Analyze daily chargeback transactions to ensure credits are accurately issued within a 3–5-day window in Model N.
• Serve as the primary analyst responsible for researching and investigating errors to mitigate systemic issues.
• Oversee adjudication and reconciliation of high volume EDI 844 / 844 resubmissions transactions and manual claims across distributor and direct purchase channels.
• Partner closely with the Membership Analyst to resolve customer misalignments and "bad data" trends.
• Leverage cleansed customer master data to execute flawless financial transactions and identify recurring rejection patterns that require upstream correction.
• Builds business cases to implement appropriate technologies and platforms.
• Utilize internal reporting tools (Power BI) to identify and visualize trends associated with claim submissions and dollar impact.
• Communicate these insights to Account Managers and the Finance team to improve overall account health and profitability.
• Possess a broad mastery of service and administrative functions, including in-depth knowledge of administrative systems and financial basics.
• Possess in depth knowledge of business operation systems, workflows and downstream impacts, proactively identifying gaps and recommending improvements.
• Operate at a high level to consistently meet or exceed business unit quality and productivity standards.
• Follow established policies and procedures.
• Act as a contact for customers, account managers, and inter- departmental areas within Commercial.
• Support regularly scheduled business reviews with wholesaler/distributors to review error trends, provide suggestions for solutions, and ensure all operational action items are tracked to completion.
• Support alignment by establishing processes that leverage insights, share best practices, and create a culture of open and transparent communication.
• Partner with Accounts Receivable to support customer credit clearance.
• Ensure chargeback processing speed aligns with established KPIs to prevent disruptions in the order fulfilment cycle managed by Order Management.
• Collaborate on cross functional projects and special assignments, acting as a subject matter expert and department liaison.
• Embrace and support change to move the organization forward in support of strategic goals and objectives.
• Support IT efforts to drive initiatives, system enhancements, testing and production support.
• Support internal and external audits.
• Investigate and analyse all audit claims to resolution and provide meticulous documentation supporting the outcome in compliance with requirements.
• Make suggestions to improve existing scorecards and other reporting outputs.
• Operate with a high degree of discretion and apply independent decision making, with the ability to think outside the box, offering Management unique solutions.
• Model behavior that builds relationship with customers and Sales to develop loyalty and enhance customer experience.
• Partner with internal stakeholders to create/maintain department procedures and training materials.
• Dedicated to forward-looking strategic analysis that drives member growth, retention, and contract performance.
• Assist with peer-to-peer coaching and education as it is relates to routine, specialty or complex processes and systems.
• Assist in writing test cases, scripts and testing of new system enhancements.
• Employee will have responsibility day-to-day maintenance of customer data to ensure accurate chargeback processing.
• Employee will be accountable for timely resolution of chargeback exceptions.
• Employee will be accountable for synchronization of GPO/PBG rosters with internal systems.
• Employee will utilize advanced data analysis techniques to identify data mismatches and ensure that customer accounts are correctly aligned and paid with their contractual tiers.
• Employee will serve as a primary operational partner to Commercial Operations, ensuring alignment between membership strategy, contract performance, and execution.
• Employee will collaborate closely with Sales to support customer onboarding, issue resolution, reporting needs, and overall account performance, ensuring a seamless customer experience.
• Employee will act as the operational liaison between third-party vendors and internal Information & Technology (I&T) teams to facilitate system integrations, data exchanges, issue resolution, and process improvements.
• Directly influence customer satisfaction and retention by proactively identifying operational gaps, resolving escalations, and driving service excellence.
• Employee will partner with Finance, Pricing, and Contracting teams to address complex customer inquiries, validate pricing and eligibility, and resolve discrepancies impacting revenue or compliance.

Benefits

• For more information on CSL benefits visit How CSL Supports Your Well-being | CSL.