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Accounts Resolution Agent
by Dublin South in Dublin South
Account Resolution Agent will enable and maximise revenue collections and enhance CPE by expediting solutions for Account issues and interfacing with Sales and Collection teams (and occasionally Customers). He/she will also help to ensure compliance with Company policies. The focused role will promote the development of skills and expertise to increase resolution efficiency in the international markets.
Responsibilities include, but are not limited to, the following:
1) Dispute Validation:
a) Pick up disputes in IQMA (Invoice Query Management Application), assigned to ART (Account Resolution team) by Credit & Collections within designated timeframe.
b) Perform initial validation on each dispute according to the process definition.
2) Assign action items, as needed, to partner teams:
a) Transfer disputes to Sales for resolution based on ART process guidelines
b) Trigger the ART ?dunning? process to expedite resolution of these queries by the Account teams.
3) Investigation of billing inquiries as assigned:
a) Authorisation & creation of credit notes where standard documentation demonstrates the requirement and where they have not been processed by sales.
b) Provision of conclusion of query investigations to Credit & Collections and sales team in a concise & complete manner.
4) Tracking billing inquiry types, amounts, causes, resolutions?:
a) Escalating & minimizing query resolutions which are incomplete.
b) Logging progress on individual queries
c) Authorisation & entry of credit notes when this cannot be performed by sales team (sales planner)
d) Invoice issue resolution
e) Query resolution guidance to sales team in the context of dispute management
f) Compliance with MS policies
5) Generation and analysis of reports to track progress & identify areas of concern on a periodic basis
a) Report generation for internal ART management & sales management
b) Work towards improving KPI metrics against defined targets
c) Monthly AR review
6) Point of contact for Sales on ART process (specifically relating to dispute avoidance)
7) Educate & Evangelise:
a) Educating Sales Account teams on AR/Credit note request process in general and on how to avoid AR issues in the course of their general order processing involvement
b) Communicate the needs & offerings of the ART team & its internal / external customers to stakeholder teams in & around the region
8) Process Improvement:
a) Participate in activities related to overall improvement of the EMEA ART process and additionally the global process.
b) Identify & highlight bugs & issues relating to the tool and process
9) Work with Credit & Collections
a) Drive credit process as it relates to Account Resolution with local markets and region
b) IQMA (Invoice Query Management Application) - perform and manage queries
c) Regular scheduled calls & communications with C&C
d) Manage credit note process
e) Relationship management with invoicing team
Required skills/competencies/experiences
• Organizational skills, ability to prioritise
• Detail and accuracy focused
• Problem Solving
• Good communicator
• Customer focused
• Ability to work under pressure
• Team player
• Flexible during peak business periods i.e. Fiscal Period End
• PC literate, good working knowledge of Microsoft Office products essential
• Fluent English (written and spoken)
• Tenacity
• Agile Learner
• Self Starter
Desirable
• Experience in an administrative role
• Potential or experience in participating in projects or ad hoc workload for the Program as directed by the Team Manager
• Online and off-line advertising industry knowledge
• Extra language
• Experience in AR or AP is an asset
• Customer facing experience desirable
If you are interested please apply through the link below.
Responsibilities include, but are not limited to, the following:
1) Dispute Validation:
a) Pick up disputes in IQMA (Invoice Query Management Application), assigned to ART (Account Resolution team) by Credit & Collections within designated timeframe.
b) Perform initial validation on each dispute according to the process definition.
2) Assign action items, as needed, to partner teams:
a) Transfer disputes to Sales for resolution based on ART process guidelines
b) Trigger the ART ?dunning? process to expedite resolution of these queries by the Account teams.
3) Investigation of billing inquiries as assigned:
a) Authorisation & creation of credit notes where standard documentation demonstrates the requirement and where they have not been processed by sales.
b) Provision of conclusion of query investigations to Credit & Collections and sales team in a concise & complete manner.
4) Tracking billing inquiry types, amounts, causes, resolutions?:
a) Escalating & minimizing query resolutions which are incomplete.
b) Logging progress on individual queries
c) Authorisation & entry of credit notes when this cannot be performed by sales team (sales planner)
d) Invoice issue resolution
e) Query resolution guidance to sales team in the context of dispute management
f) Compliance with MS policies
5) Generation and analysis of reports to track progress & identify areas of concern on a periodic basis
a) Report generation for internal ART management & sales management
b) Work towards improving KPI metrics against defined targets
c) Monthly AR review
6) Point of contact for Sales on ART process (specifically relating to dispute avoidance)
7) Educate & Evangelise:
a) Educating Sales Account teams on AR/Credit note request process in general and on how to avoid AR issues in the course of their general order processing involvement
b) Communicate the needs & offerings of the ART team & its internal / external customers to stakeholder teams in & around the region
8) Process Improvement:
a) Participate in activities related to overall improvement of the EMEA ART process and additionally the global process.
b) Identify & highlight bugs & issues relating to the tool and process
9) Work with Credit & Collections
a) Drive credit process as it relates to Account Resolution with local markets and region
b) IQMA (Invoice Query Management Application) - perform and manage queries
c) Regular scheduled calls & communications with C&C
d) Manage credit note process
e) Relationship management with invoicing team
Required skills/competencies/experiences
• Organizational skills, ability to prioritise
• Detail and accuracy focused
• Problem Solving
• Good communicator
• Customer focused
• Ability to work under pressure
• Team player
• Flexible during peak business periods i.e. Fiscal Period End
• PC literate, good working knowledge of Microsoft Office products essential
• Fluent English (written and spoken)
• Tenacity
• Agile Learner
• Self Starter
Desirable
• Experience in an administrative role
• Potential or experience in participating in projects or ad hoc workload for the Program as directed by the Team Manager
• Online and off-line advertising industry knowledge
• Extra language
• Experience in AR or AP is an asset
• Customer facing experience desirable
If you are interested please apply through the link below.
Published at 03-02-2010
Viewed: 98 times
Viewed: 98 times