The Payment Solutions Analyst is responsible for managing and coordinating customer payment-related cases, including inquiries, disputes, escalations, and service requests, through the case management platform.
Requirements
- Manage and monitor payment-related cases within the case management system
- Review, triage, assign, and coordinate cases with appropriate resolver groups to ensure timely and accurate resolution
- Act as the primary point of contact for case follow-ups, status updates, and escalations between stakeholders and resolver teams
- Handle complex or escalated cases requiring detailed investigation, cross-functional coordination, and resolution management
- Partner with Sales and cross-functional teams within the quote-to-cash process to resolve billing and payment-related concerns impacting customers
- Support initiatives to enhance billing processes, customer communication, and operational efficiency to improve customer satisfaction and streamline quote-to-cash operations
- Provide guidance and support to junior analysts on complex billing inquiries, dispute handling, and case management best practices
- Assist in resolving escalated concerns from junior analysts and provide recommendations for effective resolution strategies
- Ensure all case activities, updates, and resolutions are accurately documented within the case management platform
- Track case aging, identify bottlenecks, and proactively follow up on overdue or high-priority cases
- Analyze recurring issues and recommend process improvements and root cause solutions
- Ensure compliance with company policies, service level agreements (SLAs), and operational procedures
Benefits
- Competitive salary and benefits package
- Opportunities for professional development and career growth
- A dynamic work environment that values collaboration and innovation
