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ANALYST-CUSTOMER ACCOUNT SERVICES

ANALYST-CUSTOMER ACCOUNT SERVICES

ID 
2017-11836
Job Locations 
US-WI-Madison
Company 
TDS Telecom

More information about this job

Overview

We are looking for a Analyst-Customer Account Services (CAS) to work in our Billing Operations team!  This position works with multiple types of billing and billing systems as assigned which support multiple business segments within TDS Telecom. 

The Analyst-Customer Account Services is responsible for customer-level account services responsibilities as listed below:

  • Manage accounts receivable as assigned for various business segments, conducting proactive review of account balances, early identification of aged receivables, and appropriate follow-up and treatment on carriers’ accounts.
  • Handle billing inquires and disputes received from customers; Escalate as needed.
  • Handle escalations of customer questions and billing inquiries.  Able to handle more challenging customers with little assistance.
  • Complete account maintenance activities and projects to ensure accurate billing; Research complicated customer set up and maintenance issues and take appropriate action.
  • Manage manual billing processes.
  • Research new processes, develop process documentation, and work on process improvements.
  • May represent Customer Account Services on cross functional project teams as a development opportunity.

Responsibilities

 Proactively manage accounts receivables for assigned accounts. 

  • Perform ongoing review of aged balances.
  • Work directly with customers to ensure invoices are paid promptly; negotiate payment terms, balance transfers and other transactions as appropriate to address aged amounts.
  • Manage bankruptcies
  • Communicate bankruptcy notifications as needed to various internal teams
  • Prepare or provide information for Proof of Claims forms

Manage non-complex billing disputes and investigations with customers; escalate as needed

  • Maintain all dispute correspondence, documents and disputed amounts in the email management system
  • Investigate billing claims and act as point person, coordinating the efforts of other teams internal or external to Billing Operations as needed to assist in the investigation.
  • Determine appropriate response and actions to take in response to disputes, ensuring all appropriate documentation is filed and maintained.
  • Enter manual adjustments, and other transactions as appropriate.
  • Perform standard data analyses, and summarize results

 

Handle inquiries and correspondence from non-complex, routine customers in timely, accurate, and efficient manner.  Examples include:

  • Take action as needed to address issues with customer billing.
  • Maintain data and information in the appropriate billing systems to ensure their customer accounts are kept current for example: addresses, and contact information, manual adjustments, and other account level data.

Research new processes, develop process documentation, and work on process improvements

 

Initiate dispute process of Carrier invoices received by TDS Entities, send disputes letters, reconcile accounts

 

Manages manual billing tasks to ensure timely and accurate completion

Qualifications

                        

Required Qualifications

  • Associates degree or 2+ years of professional work experience

 

Other Qualifications

  • Strong verbal and written communication skills, including the ability to communicate effectively and work with others in a team environment.
  • Working experience with dispute management and/or collections preferred