Leads end-to-end Customer Issue Resolution Management – handling issues related to billing, quality and service complaints, disputes, returns, financial adjustments and collection activities to secure timely payment.
Partners with customers and internal contacts to resolve end-to-end CIR activities, ensuring data accuracy, timely response and proactive problem solving.
Communicates clearly through email and telephone interactions.
Completes vigorous collection activities on past due accounts within generally defined credit policies and procedures, determines and corrects billing errors, manages invoice processing cycle times, and optimizes processes to ensure efficiency and accuracy.
Implements creative solutions for moderate to complex issues, demonstrating skills and knowledge in financial statement analysis, negotiation, and credit and financial principles.
Develops and supports improvements for work processes and tools.
Participates in meetings to address ongoing issues and maintain a culture of quality.
Supports cross-functional teams, acts as a project liaison, and participates in process improvement teams

Minimum Qualifications

Bachelor's degree with Minimum two years in finance, AR/Collections or pricing
Experience working in ERP and CRM systems
Experience with Excel, including conditional formulas, vlookup, and pivot tables
Experience with Power BI reporting and automation tools
Continuous improvement and continuous learning mindset; ability to learn new information quickly
Strong attention to detail and analytical skills
Collaboration skills to work effectively with cross-functional and internal teams
Ability to independently solve problems and identify solutions; self-motivated
Clear and conceptual thinking ability; excellent judgment and discretion
Excellent organizational skills
Ability to de-escalate and resolve issues effectively
Proactive in resolving issues before they become problems
Proven and reliable follow-through with commitments and resolutions
Customer-focused, positive, and solution-oriented; demonstrates empathy and adjusts tone and structure of communication accordingly
Active listening skills to understand customer needs and identify appropriate solutions
Excellent oral and written communication in English and customer facing language
Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines

Customer Issue Resolution Analyst