Associate C2C Dispute Management Process Expert

Job Description

• In this role you will leverage your deepening knowledge in one process or more and participate in meeting service levels, key measurement targets of the team and delivers a high quality and cost-effective customer service to the client. You will perform tasks in line with the written procedures or assigned by senior staff under supervision.

  As a Process Associate you will be expected to:

  • Demonstrate developing knowledge of the structure of the systems and modules used in service delivery in the specific area and the Automation Drive Suit & DGEM Tech offer
  • Have good knowledge of the process, policies and desk top procedures within their engagement
  • Identify simple ideas that add value to day-to-day operations or tasks and makes improvements to process within own area of remit
  • Display a willingness to keep abreast of the technological developments in process specialism
  • Adhere to the IS regulations and policies
  • Use specific, simple analytical models and tools to the specific situation
  • Read analytical reports and interpret them in the given context and can apply sound levels of logic to tasks undertaken
  • Understand that individual performance (efficiency and effectiveness) impacts the performance of the overall engagement
  • Be prepared to flag issues and ask for help in areas of uncertainty/volatility e.g. any changes in controls/resourcing/delivery model
  • s in controls/resourcing/delivery model

General Responsibilities / Accountabilities:

• Researches root cause of deductions and disputes and recommends/supports permanent resolution of similar exceptions by type, customer, business unit etc.
• Based on the findings collects the proofs of dispute validity and initiates resolving actions as appropriate
• Codes and clears deductions 
• Researches low complexity disputes and deductions for validity 
• Proposes credits for valid queries 
• If deduction is invalid, provides proof to support collection efforts 
• Reconciles accounts 
• Escalates problem accounts 
• Follows control and compliance regulations 
•  

Qualifications (Education/Experience/Certification):

• Minimum English at CEFR Grade A2 (elementary) or equivalent
• Demonstrates a willingness to certify in DGEM Tech technologies