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Global Dispute Analyst

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Genesys

Nov 5, 2024

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Accounting & Tax
  • Manila
  • Quick Apply

AI generated summary

  • You need expert Excel skills, dispute resolution experience, strong communication, organizational abilities, and a degree in finance or business. Minimum 5 years in credit or collections required.
  • You will analyze disputes, generate reports, monitor resolution timelines, collaborate across teams, recommend improvements, and reconcile payments for timely issue resolution.

Requirements

  • Strong computer literacy, particularly Excel (expert level) & Word, experience with Salesforce is an advantage
  • Strong Background in resolving disputes and reconciliations.
  • Previous experience working across geographies an advantage.
  • Strong desire to meet / exceed targets and deliver within deadlines.
  • Excellent communication skills and ability to work effectively with both internal and external customers and strong English language skills (written & spoken)
  • Displays initiative in the carrying out of their duties, constantly looking for ways to improve processes to promote efficiency or strengthen control.
  • Strong organizational and priority skills
  • High degree of accuracy and reliability in data processing and financial analysis
  • Willingness to take on additional projects or workload from time to time.
  • Mature & professional approach to work to ensure the person respects the confidentiality of the data they are responsible for and has the confidence of other employees so they are willing to disclose such data.
  • Ability to work and deliver within tight deadlines and willingness to work longer than standard hours to ensure a task is completed on time when required.
  • Ability to work effectively with both internal and external customers
  • Bachelor’s degree in accounting, finance, or business administration or equivalent
  • Minimum of 5 years of experience in commercial credit or collections

Responsibilities

  • 1. Perform initial root cause of the dispute through discussion with the customer/partner or collector and be able to direct the dispute to the appropriate person or department for resolution.
  • 2. Generate periodic reports to monitor turnaround time to resolve disputes and ensure tracking of actions to the designated action party to resolution.
  • 3. Identify pending dispute actions and collaborate with team members to facilitate timely resolution.
  • 4. Dispute Resolution and customer/partner escalation process to be followed consistently and timely.
  • 5. Coordinate issue resolution across the company and ensure collaboration with Business Unit leads, Sales, Order management & Billing Team, CSM and Channel managers to ensure timely resolution of disputes raised by the customers/partners.
  • 6. Identify and recommend improvement opportunities to ensure that prior disputes will not reoccur.
  • 7. Work with customers, collectors, and cash application personnel to reconcile payments, credit memos and JE’s to outstanding invoices.

FAQs

What is the role of a Global Dispute Analyst at Genesys?

The Global Dispute Analyst is responsible for identifying and resolving customer disputes, generating reports on dispute resolution processes, coordinating with various teams, and recommending improvements to prevent future disputes.

Where is this position located?

The position is located in Manila, Philippines.

What qualifications are required for this role?

Candidates should have a Bachelor's degree in accounting, finance, or business administration (or equivalent) and a minimum of 5 years of experience in commercial credit or collections.

What skills are necessary for a Global Dispute Analyst?

Essential skills include strong computer literacy (especially in Excel and Word), expertise in dispute resolution and reconciliations, excellent communication skills, organizational and priority management abilities, and a mature and professional work approach.

Is experience working across different geographies important for this position?

Yes, previous experience working across different geographies is considered an advantage.

What type of work environment can employees expect?

The work environment involves multi-tasking and requires the ability to adapt to continual change, managing competing priorities, and offers learning and growth opportunities.

Are there opportunities for career development within this role?

Yes, success and ability are rewarded, and there are opportunities for cross-training and career development within the company.

What kind of benefits and workplace culture does Genesys offer?

Genesys offers a team-focused environment that values growth, development, and collaboration, along with competitive benefits and perks similar to larger tech companies.

Will the role require working outside standard hours?

Yes, there may be occasions where longer hours are required to ensure tasks are completed on time.

How can a person request accommodations for the application process?

Individuals requiring reasonable accommodations can email HR at HR@genesys.com with their details and the specific accommodations needed.

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Genesys

Orchestrating billions of remarkable experiences in more than 100 countries – through cloud, digital and AI technology.

Technology
Industry
5001-10,000
Employees
1990
Founded Year

Mission & Purpose

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.