Operations Escalations Specialist

Operations Escalations Specialist

Do you enjoy collaborating cross-functionally to deliver on common goals?

The Operations Escalations Specialist handles complex customer issues related to billing and account setup. Solves a range of complex problems interfacing with internal teams as well as customers. Responsible for billing and collection processes, data, and solutions within the segment. Receives a moderate level of guidance and direction from more senior level roles.

• Lead and coordinate collection activities within the business segment.
• Partner with Sales and Sales Support to resolve billing issues (e.g., missing POs, incorrect billing).
• Communicate directly with customers to expedite resolution of billing and collection matters.
• Own analytics and reporting for accounts receivable, aging, and collection activity.
• Collaborate with LexisNexis's central Collections and Credit Management teams.
• Drive collection-related campaigns and task management with Sales.
• Manage billing-related disputes, ensuring resolution within defined SLAs.
• Interface with backend teams (Customer Accounting, Credit Management, E-submissions, Tax, etc.) to resolve complex billing issues.
• Support continuous improvement initiatives to enhance account management, order processing, billing, and collections.

Qualifications & Skills

• Proven experience in billing, collections, or a related financial operations role.
• Strong technical aptitude with the ability to investigate and resolve issues across internal systems.
• Excellent communication and interpersonal skills; comfortable engaging with customers and cross-functional teams.
• Highly organized with the ability to manage multiple priorities and long-cycle issues.
• Experience with Salesforce, Oracle, or similar systems is a plus.