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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
ABOUT THE OPPORTUNITY…
The Disputes Resolution Advisor is responsible for coordinating research activities to fully resolve collections disputes. The Disputes Resolution Advisor will complete full account reconciliations for IM’s delinquent customers. They will collaborate with the assigned collector and will contact the customer directly to determine the barrier(s) preventing payment. They will work cross functionally with our billing, collections, cash applications, sales, service delivery (operations), customer care/success and other teams to correct invoices, and/or collect payments and improve the customer experience. This role will own root cause analysis for claims dispute management for all active accounts in accordance with company policy and procedures.
KEY RESPONSIBILITIES
● Researching, and resolving complex disputes for IMs delinquent customers.
● Identify and utilize various communication channels to ensure timely updates to various levels of the organization in an attempt to mitigate and resolve the disputes.
● Reconciling customer’s AR accounts, when a discrepancy is found, identifying root cause issues on the account
● Communicating resolution of disputes to customers and internal IM parties.
● Responsible for providing dispute resolution progress, discussing challenges and suggesting improvements.
● Participate in ongoing performance improvement initiatives (first time right invoicing activities).
● Provide required account maintenance to ensure accounts information and dispute information are updated in the right systems.
● Ensure all applicable laws, regulations, statutory and compliance requirements are followed.
SKILLS & REQUIREMENTS
Proficient in English (Written & Spoken)
Field Of Study: Business, Finance or similar
Proficient in Google/ MS Office Suite, primarily Microsoft Excel
Ability to understand and utilize multiple systems for billing and/or collections and dispute management.
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 multitask and work under pressure with minimal supervision
Must be able to build relationships with customers internally and externally
Partner within group and across groups to meet or exceed department’s goals and objectives
WHAT’S IN IT FOR YOU?
Be part of an ever evolving global organization focused on transformation and innovation
A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self
Global connectivity to learn from 26,000+ teammates across 52 countries
Be part of a winning team who embrace diversity, inclusion, and our differences
Competitive Total Reward offerings to support your career at Iron Mountain, family, personal wellness, financial wellbeing, and retirement
Category: Customer Support
