IBM Dispute Manager (maternity cover)

IBM Dispute Manager (DM) is part of the IBM Dispute Management Team within Finance Billing Operations (FBO). DM is responsible for managing IBM’s inquires and disputes across all regions. He actively investigates the issue until its resolution and closure following agreed SLO’s. DM provides regular status updates to the dispute initiator and also maintains RDS, DTS and IDMP updated to document the history of investigation including most recent updates. Actively communicates with customer and with internal AT&T teams and organizations. Engages responsible parties to make necessary billing corrections and process manual adjustments.

Roles and Responsibilities:
• Investigate billing inquiries and disputes - proactively manage and escalate disputes on customer’s behalf, schedule and lead internal meetings to provide resolution, negotiated with different parties to reach an agreement.
• Manage billing inquiries and disputes from receipt through resolution and completion within agreed SLO’s)
• Summarize investigation findings and provide full and precise resolution to IBM. Reach an agreement and process correction / close the dispute.
• Direct communication with customer including customer status calls - provide regular status updates (written and verbal)
• Process manual adjustments (TR102, CFM) or ensure correction is processed (GPS, Local billing,…) on time.
• Verify adjustment is applied correctly on impacted invoice
• Document progress of investigation and all critical information in internal tools (RDS, IDMP and DTS)
• Prioritize tasks and business requirements based on actual situation (team’s priorities, customer escalation, issue, age/value of the dispute,…)
• Understand billing/dispute process and continuously develop advanced skills

Key Competencies and Skills:
• Detail oriented, Analytical thinking, Pro-active approach
• Well organized and precise
• Prioritize workload & ability to work to deadlines
• Ability to multitask & cope with stressful situations
• Excel - Advanced knowledge required
• PC literacy (MS Office, Outlook, PowerPoint, Internet)
• Flexibility
• Able to share knowledge

Education and Qualifications:
• University degree
• CEF English Level: B2 and above
• Excel - Advanced knowledge required