Associate, Billing Dispute

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…  

Provide support to manage Iron mountain India customer invoice simplification process. The role includes identifying customers challenges in invoice processing (from customers perspective ) and  working on resolving the with solutions like merging invoices, changing the frequency, simplification of payment methodology

The resolution and solution approach will require direct contact with the customer accounts payable, purchasing, and other related departments to work on understanding the customers requirement and working on a solution.  This role will have a KPI of how many invoices are reduced in the process and hence reduce the collection efforts.

THE SUCCESSFUL CANDIDATE WILL…  

• Researching, analyzing, and identifying opportunities where invoices can be consolidated

• Coordinating and collaborating with accounts receivable (AR), customer service, order management, and sales support personnel to work on a solution of consolidation of invoices which is desired by customers and workable as a solution in the iron mountain system.

• Work cross functionally with our billing, collections, sales, service delivery (operations) , MIS, customer care/success and other teams to correct invoices, and/or collect payments and improve the customer experience.

• Perfect the customer experience by providing excellent service on every interaction (phone calls, emails, meetings, conference calls, etc.).

• Own root cause analysis for any dispute management, ensure root cause fix to curtail the issues

• Good listening skills for consultative billing, collections, and to negotiate solutions that benefit the company and the customer

• Produce leadership reporting to showcase progress, discuss challenges and suggest improvements 

• Obtain documentation to support Business's position on invoices which are disputed and prepare necessary documentation to rebill customers

• Assist in SOP (Standard Operating Procedures) creation and updating

• Deliver and maintain the required data for audit purposes

SKILLS & BEHAVIORS…

• Must be knowledgeable with MS Office Suite, primarily Microsoft Excel

• Excellent analytical, communication (verbal and written) and organizational skills

• Ability to prioritize issues in a timely, efficient manner, and manage a cyclical workload

• Ability to understand and utilize multiple systems for billing and/or collections and dispute management

• Good listening skills are necessary for consultative billing, collections, and to negotiate solutions that benefit the company and the customer

• Good customer service focus and experience

• Must be able to build relationships with customers and communicate effectively

• Ability to multitask and work with minimal supervision

• Manage a cyclical workload, may require overtime

DESIRED EXPERIENCE REQUIRED:

• Bachelor’s degree

• Field Of Study: Business, Finance or similar

• 3+ years of experience within IM care

Category: Customer Support