Dispute Analyst

Join Vonage and help us innovate cloud communications for businesses worldwide!

Why this role matters:

We are currently looking for a Dispute Analyst who will support our customers in resolving any billing disputes. This role works cross functionally with our Commercial, Sales, Finance, and Customer Success teams.  You will develop expertise in our pricing models to successfully investigate, and resolve any disputes.

Your key responsibilities:

• Investigate customer invoice disputes through data analysis. Analyze traffic reports and invoice to identify billing errors, understand why those billing errors occurred.  
• Define credit proposal for the customer and the approval chain, clearly demonstrating the impact of the credit on the business. 
• In cases of goodwill requests thoroughly investigate the customer's claim by reviewing any service tickets, activity on the customer platform, or other issues. Negotiate a settlement with the customer or sales. 
• Proactively help customers resolve invoice queries. 
• Initiate collaboration across multiple teams to effectively resolve billing disputes. Work closely with other teams to develop remediation plans, or  resolve any other issues.
• Build and maintain relationships with cross functional teams to enhance collaboration. 
• Actively manage and prioritize a pipeline of assigned cases and projects. 

What you'll bring

Required:

• Fluent in English.
• Degree education. Bachelor’s degree required, preferably in Business.
• Numerate and literate, with advanced excel skills. You are a formula wizard, comfortable with using formulas to help you analyze data sets and find inconsistencies and solutions. 
• A junior project manager, with exceptional ability to balance competing priorities, manage stakeholder relations, communicate milestones,  and keep projects on track. 
• Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines. 
• Customer focused, always thinking about how to improve tools and customers for your internal and external customers.
• Collaborative and friendly. You excel at communicating with diverse stakeholders. 
• A problem solver. You proactively identify gaps and challenges, pitching solutions. You are curious and enjoy diving into complex issues . 
• Comfortable in a fast pace, global & multicultural environment.

Experience we consider a plus:

• Top notch Salesforce skills 
• Experience in a tech company
• Familiarity with G-Suite

How you’ll benefit:

• Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process

#LI-JB1

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

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Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.