Collection Analyst [Claims]

BRIEF DESCRIPTION OF THE ROLE

The Reality Labs Analyst is responsible for Claims management and obtaining timely invoice payments within prescribed payment terms to maximize A/R, % current, and minimize write-offs. The position can have regular contact with the client’s Sales/Operations Organization, other internal client areas, and external communication with the designated client base. An analyst is expected to become the subject matter expert for the Claims and Deductions process.

Claims and Deductions responsibilities:

·      Review and analyze customer claims to determine validity.

·      Investigate discrepancies by coordinating with sales, customer service, and logistics departments.

·      Process valid claims accurately and in a timely manner.

·      Follow DTP for managing and processing all claims types according to their specific lifecycles.

·      Dispute all logistics claims on the appropriate timelines.

·      Collaborate with internal teams to resolve Deduction invoice issues and prevent future occurrences.

·      Maintain detailed records of Claims and Deductions and their resolution efforts.

·      Responsible for gathering support documentation, validating the promo code, and processing all Promotional claims following the right breakdown by product, quantity, and price.

·      Reconcile customer accounts and ensure all claims and deductions are accounted for correctly.

·      Act as the primary point of contact for customers regarding claims and deductions inquiries.

·      Provide clear and concise claims settlement notes and explanations to customers and internal stakeholders when needed.

·      Escalate internally any claim where a resolution is not possible or dependent on the Client's approval/validation.

·      Provide feedback to management on potential areas for efficiency gains.

·      Be proactive and innovative with ideas to improve service and deliverables to the client and on DTP improvements and updates.

Collections responsibilities:

·      Responsible for collecting on customers based on agreed-upon criteria with the client and in accordance with the DTP.

·      Review multiple accounts end-to-end to close out open AR balances timely and proactively.

·      Responsible for calling, emailing, & making payment arrangements with customers.

·      Collaborate with various cross-functional partners and external customers to resolve receivable issues and achieve common goals and objectives.

·      Ensure the completeness, updates, and accuracy of invoices in the AR system (manually encoded or through interface)

·      Escalate unresolved issues to management timely in accordance with escalation policies and follow through on the issues until final resolution.

·      Serve as an escalation point of contact to take action on reconciling accounts to customer statements.

·      Perform detailed account reconciliation to identify and facilitate resolution of disputed receivables.

·      Generate ad-hoc reporting as needed for Reality Labs Team Lead and Reality Labs Manager

·      Be proactive and innovative with ideas to improve service and deliverables to the client.

·      Adhere to clients’ policies and procedures.