dispute management process associate

1 week ago


Manila, National Capital Region, Philippines Capgemini Philippines Corp. Full time

Role Overview:

Dispute Analyst researches and codes deductions and disputes. Based on the findings, the Dispute Analyst collects proofs of dispute validity and initiates resolving actions as appropriate.

As a member of the team, the Dispute Analyst participates in meeting service levels and key measurement targets, delivering high-quality and cost-effective customer service to the client.

Performs tasks in line with written procedures or as assigned by senior staff under supervision. A good understanding of one or more processes is required.

Key Attributes:

  • Hard Working and Confident
  • High on Integrity
  • Ability to communicate effectively, both written and verbal, throughout all levels of the organization
  • Passionate about creating value and impact for the client
  • A team-oriented and collaborative approach

General Responsibilities / Accountabilities:

  • Codes and clears deductions
  • Researches low complexity disputes and deductions for validity
  • Proposes credits for valid queries
  • If the deduction is invalid, provides proof to support collection efforts
  • Reconciles accounts
  • Escalates problem accounts
  • Follows control and compliance regulations

Customer Interaction Responsibilities:

  • Contacts overdue customers and chases for payment in accordance with rules set by the engagement
  • Issues and monitors automatic and manual reminders to customers
  • Documents customer interactions into the system
  • Maintains a ledger as part of the credit team
  • Performs basic reconciliations
  • Maintains accurate and up-to-date customer details and account records
  • Proactively collects overdue accounts and ensures customer payment to terms
  • Builds and maintains strong relationships with external customers

Processes Used:

  • Resolve Dispute
  • Resolve Deduction
  • Audit Requests
  • Archive Documents
  • Retrieve Archived Document
  • Destroy Archived Document

Qualifications (Education/Experience/Certification):

  • Preferably a Bachelor's Degree with a Business and Finance background
  • A2 - Fresh Graduates
  • Familiar with basic Excel operations
  • A3 - Experienced Staff
  • Knowledge of Excel and SAP at a beginner to intermediate level
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