Client Billing Dispute Analyst
| Company | First American |
|---|---|
| Location | Austin, TX, USA, Raleigh, NC, USA, Richmond, VA, USA, Chicago, IL, USA, Fort Mill, SC, USA, Tallahassee, FL, USA, Columbus, OH, USA |
| Salary | $23.82 – $31.77 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- High School diploma or equivalent required
- Generally has 7+ years of related experience
- Prior experience supporting client escalations and/or written interactions/complaints in a related field/industry, product, or service
- Requires extensive knowledge of the company’s products and services
- Excellent organization skills, strong time management, and the ability to meet deadlines
- Strong analytical, research, and advanced problem-solving skills
- Strong client service skills including active listening, adaptability, creativity, conflict resolution, emotional intelligence, collaboration, negotiation, decision making, open-mindedness, persuasion, and critical thinking
- Strong MS Office skills
- Excellent interpersonal and communication skills (verbal and written)
- Proven ability to research and communicate the research into a client friendly letter and/or communicate the information verbally to the client
- Strong knowledge of computerized data entry system or other relevant applications
- Diplomatic
Responsibilities
- Research and respond to a wide range of routine and escalated billing inquiries and complaints from clients
- Interact via email with clients on all levels of escalation to assess situation, provide acknowledgment, and inquiry status
- Identifies emerging trends and notifies leaders of opportunities
- Regularly provides input to improve processes and procedures to improve the client experience
- Provides written and verbal responses to client inquiries
- Manage an inventory/pipeline of assigned cases and maintain compliance with critical dates
- Maintain and create logs, records, and files
- Acts as a resource for information
- May provide training/product demonstrations
- May be considered a SME for a product or service
- Will need to navigate, coordinate, and follow up with operational divisions for resolutions
- Manage FAI resource who provides a confirmation email to the clients and logs the disputes into a Smartsheet
- Review the disputes to determine if they can research the issue or if needed to be farmed out to a business unit to research
- Follow-up on the distributed emails to business units to get responses
- Will need to gain concurrence from 1-level up from the responder if SM says client’s dispute is not correct
- Monitor response periods to meet client-based SLA’s
- Review responses for clarity and explainability
- Craft email responses back to the clients with appropriate documentation
- Maintain relationships and communications with Client Relations Managers and Client Relations Executive
- Daily review the tracking pivot tables for the dispute inventory
- Provide weekly and monthly summary numbers for disputes and their statuses (new, closed, sent to client for approval, etc.)
- Other duties as assigned
Preferred Qualifications
-
No preferred qualifications provided.