At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That's why we need smart, committed people to join us. Whether you're looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth stor?y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. ABOUT THE OPPORTUNITY… The Disputes Resolution Advisor is responsible for coordinating research activities to fully resolve collections disputes. The Disputes Resolution Advisor will complete full account reconciliations for IM's delinquent customers. They will collaborate with the assigned collector and will contact the customer directly to determine the barrier(s) preventing payment. They will work cross functionally with our billing, collections, cash applications, sales, service delivery (operations), customer care/success and other teams to correct invoices, and/or collect payments and improve the customer experience. This role will own root cause analysis for claims dispute management for all active accounts in accordance with company policy and procedures.KEY RESPONSIBILITIES… ? Researching, and resolving complex disputes for IMs delinquent customers. The Disputes Resolution Advisor will identify and utilize various communication channels to ensure timely updates to various levels of the organization in an attempt to mitigate and resolve the disputes. Productivity of Dispute Case as measured in time from case open to close. This includes but is not limited to making outbound calls to customers to resolve delinquency.? Reconciling customer's AR accounts, when a discrepancy is identified. This person will own the case and identify root cause issues on the account which is critical in preventing recurring issues that present risk to our customers and the Iron Mountain brand.? Communicating resolution of disputes to customers and internal IM parties. Escalates more business risk issues to the reporting manager.? Responsible for providing dispute resolution progress, discuss challenges and suggest improvements.? Participate in ongoing performance improvement initiatives (first time right invoicing activities).? Provide required account maintenance to ensure accounts information and dispute information are updated in the right systems.? Ensure all applicable laws, regulations, statutory and compliance requirementsare followed.YOUR QUALIFICATIONS…Proficient in English (Written & Spoken)Field Of Study: Business, Finance or similar.XXProficient in Google/ MS Office Suite, primarily Microsoft ExcelAbility to understand and utilize multiple systems for billing and/or collections and dispute management.Excellent analytical, communication (verbal and written) and organizational skillsAbility to prioritize issues in a timely, efficient manner, and manage a cyclical workloadAbility to multitask and work under pressure with minimal supervisionMust be able to build relationships with customers internally and externallyPartner within group and across groups to meet or exceed department's goals and objectivesEscalate account service suspension recommendations to management for review and credits based on IM policiesMakes recommendations for settlements to the AR TeamsWHAT'S IN IT FOR YOU?Be part of an ever evolving global organization focused on transformation and innovationA support system where you have a safe place to voice your opinion, share feedback, and be your true authentic selfGlobal connectivity to learn from 26,000+ teammates across 52 countriesBe part of a winning team who embrace diversity, inclusion, and our differencesCompetitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirementCategory: Customer Support
