Global Dispute Analyst

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Description

Position: Global Dispute Analyst

Location: Manila, Philippines

Summary of the Position

Key Responsibilities include but are not limited to:
1. Perform initial root cause of the dispute through discussion with the customer/partner or collector and be able to direct the dispute to the appropriate person or department for resolution.
2. Generate periodic reports to monitor turnaround time to resolve disputes and ensure tracking of actions to the designated action party to resolution.
3. Identify pending dispute actions and collaborate with team members to facilitate timely resolution.
4. Dispute Resolution and customer/partner escalation process to be followed consistently and timely.
5. Coordinate issue resolution across the company and ensure collaboration with Business Unit leads, Sales, Order management & Billing Team, CSM and Channel managers to ensure timely resolution of disputes raised by the customers/partners.
6. Identify and recommend improvement opportunities to ensure that prior disputes will not reoccur.
7. Work with customers, collectors, and cash application personnel to reconcile payments, credit memos and JE’s to outstanding invoices.

Qualifications/Skills
• Strong computer literacy, particularly Excel (expert level) & Word, experience with Salesforce is an advantage
• Strong Background in resolving disputes and reconciliations.
• Previous experience working across geographies an advantage.
• Strong desire to meet / exceed targets and deliver within deadlines.
• Excellent communication skills and ability to work effectively with both internal and external customers and strong English language skills (written & spoken)
• Displays initiative in the carrying out of their duties, constantly looking for ways to improve processes to promote efficiency or strengthen control.
• Strong organizational and priority skills
• High degree of accuracy and reliability in data processing and financial analysis
• Willingness to take on additional projects or workload from time to time.
• Mature & professional approach to work to ensure the person respects the confidentiality of the data they are responsible for and has the confidence of other employees so they are willing to disclose such data.
• Ability to work and deliver within tight deadlines and willingness to work longer than standard hours to ensure a task is completed on time when required.
• Ability to work effectively with both internal and external customers

Preferred Education/Experience:
• Bachelor’s degree in accounting, finance, or business administration or equivalent
• Minimum of 5 years of experience in commercial credit or collections

Work Environment/Culture
• Requires multi-tasking ability.
• Continual change
• Competing priorities
• Learning/growth opportunities
• Cyclical work schedules

• A team-focused environment that values growth, development, and collaboration
• Interface with multiple levels of management
• Must be comfortable working with a team of high-level IT professionals.
• Success and ability are rewarded.
• Opportunities also exist for cross-training and career development.

#LI-NR1

#LI-Hybrid

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.