Dispute Professional

Job Description

Driving Infinite Possibilities Within A Diversified, Global Organization<br><br>Serve as the primary (internal/external) customer contact for your assigned dispute cases and ensure all customer needs and expectations are met. You will respond to inbound emails regarding invoice discrepancies for Services as to price, customer account setup, contract issues, installation issues, documentation issues, tax issues, etc. You will communicate with other departments such as Field leader services, billing team, Account managers etc., to resolve customer issues, invoices so payment can be processed. When Collections creates and assigns a dispute, the Disputes Team will take ownership of the case, drive a consistent approach to review and investigate the root cause and ensure appropriate actions are taken before hand-back to Collections for balance closure.<br><br><strong><u>Key Responsibilities<br></u></strong><ul><li>Document current process for Project and Services (HBS) on dispute resolution and identify cross functional teams involve.</li><li>Identify gaps in current process.</li><li>For assigned dispute cases, review &amp; analyze supporting documentation to:</li><li>Validate if an actual error or discrepancy is in place to investigate.</li><li>Understand the dispute root cause and update if required.</li><li>Engage external Customers and internal cross functional core teams to address root cause of dispute and work to resolve invoice discrepancies.</li><li>Ensure Customer is notified, either directly or via the appropriate function ex. C2C or CSR, of any action taken and provide a copy of the required documentation to obtain agreement to pay or settle invoice discrepancy.</li><li>Identify underlying root cause for dispute, documenting and escalating issues requiring system or process fixes.</li><li>Ensure dispute status is maintained on a regular basis to allow for improved reporting and analytics. </li><li>Communicate any escalations or help required and document all steps taken to resolve the dispute.</li><li>Once discrepancy is understood and resolved, document all findings, and assign/update the correct Root Cause for the dispute.</li><li>Contact appropriate teams in order to cancel and rebill invoice properly or process a credit</li><li>If investigation turns out that discrepancy is not correct, collect all supporting documentation so C2C can collect on open balance.</li><li>Create solution proposals in order to reduce number of recurring errors.</li><li>Engage in all activities relating to the deployment of the Honeywell Operating System (HOS).<br></li></ul><strong>You must have<br></strong><ul><li>Bachelor’s degree </li><li>English proficiency</li><li>Excellent communication skills</li><li>Teamwork skills</li><li>Decision-making skills</li><li>Root cause analysis<br></li></ul>We value<br><ul><li>A knowledge of principles and best practices in (customer service)</li><li>An ability to take initiative and work with limited direction</li><li>An ability to learn quickly</li><li>Experience with SAP, Customer Portals, Oracle, Excel, integrated reporting systems</li><li>Project management<br></li></ul>Additional Information<br><ul><li>JOB ID: HRD202824</li><li>Category: Customer Experience</li><li>Location: Mivida Project Building B2 5th Settlement,Cairo,CAIRO,11835,Egypt</li><li>Nonexempt</li></ul><li></li> Global (ALL)