AR Customer Service Analyst

Job description

*This position is located in Winston-Salem, NC

This person contributes to our client's success by answering incoming calls and responding to requests received via mail, voicemail, email, and fax from internal and external customers relating to Accounts Receivable related inquiries.

Key Responsibilities and Accountabilities : 65%
·  Process inbound calls to determine appropriate action required to satisfy the needs of the employee, including external customers and internal business partners
·  Utilize workflow and ERP tools to document customer requests and issue resolution to ensure proper handling and follow up of all inbound calls
·  Achieve individual and team objectives to include: Average Call Handle Time
First Call Resolution
Call Quality
Percent Available
After Call Work
Attendance
·  Process inbound calls to determine appropriate action required to satisfy the needs of the customer, including external customers and internal business partners
·  Refer unresolved issues to the appropriate area, (Dispute Resolution, Account Owners, etc.) via ArcTree Work Flow
·  Provide world class customer service
·  Maintain complete and accurate documentation within Oracle and the Workflow Tool (ArcTree)
·  Demonstrate excellent written and verbal communication skills

Auto req ID

320611BR
Required Education

High School Diploma/GED
Role ( Job Role )

Fin & Admin Business Analyst
State / Province

NORTH CAROLINA
Primary job category

Finance
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GBS
Preferred Education

Bachelor's Degree
City / Township / Village

DURHAM
Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  High School diploma, Bachelor's degree preferred
·  Highly effective interpersonal & communication skills
·  Highly developed listening, analytical, and problem- solving skills
·  Ability to remain poised and resolution-oriented during stressful interpersonal interactions
·  Knowledge of Electronic Presentment and Payment Applications
·  Analytical, Assertive, and Results Driven
·  Prior Customer Service, Call Center, and/or Accounts Receivable experience
·  Excellent PC and Microsoft Office Applications (i.e., Word, Excel, PowerPoint) skills
·  Strong team and organizational skills
·  Ability to work a schedule within all hours of operation (7AM – 7PM), likely schedule would be late 1 st shift (10:30AM-7:00PM)
·  Bilingual capabilities a plus
Country/Region

United States
Preferred Technical and Professional Experience

N/A
Secondary Job Category

Business Outsourcing Delivery - Fin & Admin
Eligibility Requirements

N/A
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

Yes
Introduction

The Finance & Admin Business Analyst is essential to the ongoing profitable operations for one of the most globally recognized and respected companies in the world. By overseeing our financial activities, you will enable IBM to continue to bring to market ground-breaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud Infrastructure, and Blockchain technologies, to name a few.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

IBM Services is a team of business, strategy and technology consultants that design, build, and run foundational systems and services that is the backbone of the world's economy. IBM Services partners with the world's leading companies in over 170 countries to build smarter businesses by reimagining and reinventing through technology, with its outcome-focused methodologies, industry-leading portfolio and world class research and operations expertise leading to results-driven innovation and enduring excellence.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.