Analyst, GFO, Dispute

Job Description:

Job Title Analyst, GFO, Dispute

Reporting to Mgr, GFO, Dispute

Location: London

About us

When you join Dow Jones, you become part of the most dynamic, creative and savvy news and information companies in the world. As a global leader in news and business intelligence, we're newswires, websites, newspapers, apps, newsletters, databases, magazines, radio and television--including some of the widest-read and most-respected brands, like The Wall Street Journal, Barron's, MarketWatch and DJX, our flagship news and analytics platform. Our media inform the discussions and decisions that are vital to the world's commerce, while our databases make the business world more transparent. We continually develop technology to transform information into insight and prosperity. From over 50 countries and in over a dozen languages, we enlighten and inspire audiences with authoritative, differentiated and trusted content.

Role description

You will be responsible for researching and resolving customer disputes and inquiries, sending follow-up inquiries and communicating with sales teams, customer service teams as well as operation support teams. You are required to manage multiple concurrent priorities spanning new projects, initiatives, identify opportunities for improvement, maintain operational statistics, compile and prepare summary reports containing data related to department productivity. You will maintain Customer Account information to support the creation and maintenance of reporting hierarchies that drive numerous Dow Jones reporting systems.

Responsibilities

  • Ensure the timely resolution of disputes and problems
  • Investigate shortages and disputed invoices resulting in an appropriate resolution
  • Interface with the regional sales coordinators, sales, operations support and strategy to settle customer disputes
  • Interact with internal and external customers to gather additional information and negotiate settlement of claims
  • Maintain reporting hierarchies for customers, recording parent and child relationships that are detailed within our customer contractual purchasing agreements
  • Liaise with reporting team to ensure a high degree of accuracy on revenue reporting and manage any data issues that arise due to hierarchy inaccuracies
  • Manage administration of customer account maintenance for both internal DJ and external BPO groups
  • Check for accuracy in all systems and outputs that are impacted by the customer hierarchy
  • Strive for continuous improvement in the management of the customer hierarchy and all associated processes
  • Provide customer support for PeopleSoft eBill/Customer Self Serve Portal
  • Establish and monitor Customer Account Quality Control metrics
  • Act as business owner of customer hierarchy management rules and processes
  • Interact with Billing Services staff, BPO and stakeholders to identify, diagnose, document, and resolve issues in an organized and timely manner
  • Monitor new processes and workflows to ensure they work as intended
  • Provide management statistical reports on Escalation/Disputes status
  • Identify opportunities for improvement
  • Stakeholder relationship management
  • Address/Resolve BPO escalations
  • Work well with others, being part of a team, and a leader to impact and influence the direction of the team towards shared goals, developing, gaining and demonstrating respect for others within the team

Skills & Experience

  • Degree in Finance / Accounting preferred
  • Experience in billing aspect
  • Excellent communication skills; verbal and written as well as excellent phone etiquette
  • Experience in operating in a global organization, with process participants that may be located around the world
  • History of proactive problem solving
  • Ability to adapt to constantly changing environments & priorities
  • PeopleSoft Financials, Billing and AR experience a plus
  • Proficiency in Microsoft Office products
  • Basic knowledge of functions related to the research and resolution of claims
  • Ability to manipulate and interpret data as well as communicating analytic results/recommendations
  • Able to manage multiple tasks simultaneously to completion with sound business judgment
  • LI-JA1

Company Overview:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world's largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Factiva, Barron's, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

Requisition ID 2017-30204

Job Locations GBR-LONDON

Job Function Finance

Business Area FINANCE

Job Area1 People, Legal, Finance

Job Area2 ..


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