Customer Support Ops Rep III

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

The Credit Operations Specialist provides day-to-day operational stewardship for UKG credit cases, helping ensure each request has a clear owner and progresses through validation, analysis, recommendation, approval, and transaction. The role works across Contract Renewals, Billing, Finance, and other case-owning teams to improve accountability, visibility, and timely resolution.

The Specialist uses reporting, disciplined follow-up, and practical problem solving to identify unassigned or aging cases, move stalled work forward, and route cases to the right team. A key operating goal is zero unassigned credit cases. The role also identifies cases that should be reassigned because they involve contract changes or retention negotiations.

Duties And Responsibilities
• Review credit cases and reports to identify unassigned requests, aging cases, overdue approvals, missing information, and stalled work.
• Coordinate with team owners and stakeholders to establish clear ownership for unassigned cases and follow through until an accountable owner is recorded.
• Identify aging credit cases and contact case owners and management to confirm status, next steps, blockers, and expected timing.
• Influence stakeholders across teams to reach timely decisions, establish clear ownership, and drive agreed actions through completion; escalate unresolved blockers as needed.
• Review credit remedies awaiting approval, identify what is preventing a decision, and coordinate with the appropriate stakeholders to resolve or escalate blockers.
• Track credit case movement from intake through validation, analysis, recommendation, approval, and transaction.
• Identify misrouted cases and coordinate re-assignment to the appropriate team.
• Escalate significant blockers or delays, unclear ownership, repeated process issues, or financial and customer risks through established channels.
• Provide regular readouts to management into case blockers and ownership gaps while identifying patterns and recommending process improvements.

Basic Qualifications
• 3-5 years experience in case management, customer escalations, business operations, billing, finance, customer support, or a related environment.
• Strong organization and follow-through, with the ability to manage recurring reviews, multiple cases, and competing deadlines.
• Clear written and verbal communication skills; able to follow up professionally and persistently with stakeholders across teams.
• Analytical ability to review case information, recognize aging or workflow gaps, summarize blockers, and identify appropriate next steps.
• Working proficiency with PC and office applications, including Excel; ability to learn and use Salesforce and reporting tools such as Power BI.
• Accuracy and attention to detail when updating case ownership, status, aging, and supporting information.
• Ability to learn new systems, processes, and technologies and apply established procedures consistently.
Preferred Qualifications
• Experience with Salesforce case management, customer escalations, credit or concession workflows, accounts receivable, billing operations, or approval queues.
• Experience using Excel or Power BI reports to monitor work queues, aging, ownership, or service levels.
• Understanding of contract changes, recurring revenue, customer offboarding, or financial remedies.
• Experience coordinating work across shared service, finance, customer operations, or case-owning teams.

Success In This Role Will Be Measured By
Progress toward zero unassigned credit cases; reduction in aging cases and approval delays; consistent, effective resolution or escalation of blockers; and improved visibility and stewardship of UKG credit dollars.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com