Dispute Resolution Analyst Ii

hace 7 meses

San José, Costa Rica World Fuel Services A tiempo completo

At World Fuel Services, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive.

This position will perform and end-to-end billing process root cause analysis on claims submitted (mainly by Collections Team) to identify and implement either an immediate or long-term solution on existing and potential issues that impact invoicing accuracy. This person will process both credits and rebills to amend incorrect invoices generated when disputes are deemed valid. Otherwise, will provide feedback and supporting documentation to corresponding Collector / Sales justifying reason why no correction can be produced.

Outcome of this position will serve as an instrument for Management’s decision making to enhance current processes and/or fix any system issue.

**Responsibilities**:

- Work dispute cases daily and respond within SLAs.
- Respond to requests and maintain open communication between team and other departments.
- Contact either internal or external parties (Sales, Billing, Supplier, FBO, etc) when required to enable dispute resolution.
- Maintain up to date disputes follow up comments in designated software (i.e., Macro)
- Proactively monitor dispute patterns and notify Management of any alert.
- Prepare, review, and organize paperwork for disputes resolved.

**Requirements**:

- BS or BA in business or related discipline.
- Advanced English
- 2 to 4 years of Order to Cash (O2C) experience.
- Minimum 2 years of Procure to Pay (P2P) experience preferred.
- Prior experience working in a multi-segment/division corporation preferred.
- Microsoft Excel 2010 (or above) knowledge: pivot tables, macros (basic), formulas, etc.
- Microsoft Outlook 2010 (or above) knowledge.
- Accounting background (basic - intermediate).
- Tableau, SQL, RPA (UiPath) and Scripting is a plus.

Soft Skills:

- Excellent attention to detail and organizational skills
- Self-motivated
- Strong sense of urgency
- Excellent time management skills
- Ability to analyze facts and circumstances and determine an appropriate course of action, based on training and department guideline.
- Strong customer service and communication skills
- Great attitude, teamwork, and willingness to learn.
- Ability to follow instructions, prioritize effectively.
- Ability to work in a fast-paced, time-sensitive environment.
- Ability to drive process-based improvement.

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