Customer Issue Resolution Analyst | AR, Billing, Collections, Payments

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 502,000 - 670,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES in Taguig is seeking a Customer Issue Resolution specialist with experience in billing, collections and finance processes. You will own end-to-end CIR activities, liaise with customers and internal teams, and drive timely, accurate resolution of issues.

You will analyze data in ERP/CRM systems, use Excel and Power BI to monitor metrics, support continuous improvement, and communicate clearly in English to diverse stakeholders.

Qualifications

• Bachelor's degree with at least 2 years in finance, AR/Collections or pricing.
• Experience with ERP and CRM systems.
• Strong Excel skills including conditional formulas, VLOOKUP and pivots.

Responsibilities

• Lead end-to-end CIR activities for billing, disputes and collections.
• Collaborate with customers and internal teams to resolve CIR issues.
• Communicate clearly via email and telephone.
• Process past-due collections and correct billing errors promptly.
• Support data-driven improvements and cross-functional projects.
• Contribute to process improvements and quality culture.

Skills

Finance

AR/Collections

Pricing

Excel

Communication

Problem solving

Attention to detail

Cross-functional collaboration

Time management

English communication

Education

Bachelor's degree

Tools

ERP systems

CRM systems

Power BI

Job description

We are looking for those who have experience in Customer Issue Resolution for our site in Bonifacio Global City Taguig

Job Responsibilities

• Leads end-to-end Customer Issue Resolution Management – handling issues related to billing, quality and service complaints, disputes, returns, financial adjustments and collection activities to secure timely payment.
• Partners with customers and internal contacts to resolve end-to-end CIR activities, ensuring data accuracy, timely response and proactive problem solving.
• Communicates clearly through email and telephone interactions.
• Completes vigorous collection activities on past due accounts within generally defined credit policies and procedures, determines and corrects billing errors, manages invoice processing cycle times, and optimizes processes to ensure efficiency and accuracy.
• Implements creative solutions for moderate to complex issues, demonstrating skills and knowledge in financial statement analysis, negotiation, and credit and financial principles.
• Develops and supports improvements for work processes and tools.
• Participates in meetings to address ongoing issues and maintain a culture of quality.
• Supports cross-functional teams, acts as a project liaison, and participates in process improvement teams

Qualifications

• Bachelor's degree with Minimum two years in finance, AR/Collections or pricing or handled a Financial Account
• Experience working in ERP and CRM systems
• Experience with Excel, including conditional formulas, VLOOKUP, and pivot tables
• Experience with Power BI reporting and automation tools
• Continuous improvement and continuous learning mindset; ability to learn new information quickly
• Strong attention to detail and analytical skills
• Collaboration skills to work effectively with cross-functional and internal teams
• Ability to independently solve problems and identify solutions; self-motivated
• Clear and conceptual thinking ability; excellent judgment and discretion Excellent organizational skills
• Ability to de-escalate and resolve issues effectively
• Proactive in resolving issues before they become problems
• Proven and reliable follow-through with commitments and resolutions
• Customer-focused, positive, and solution-oriented; demonstrates empathy and adjusts tone and structure of communication accordingly
• Active listening skills to understand customer needs and identify appropriate solutions
• Excellent oral and written communication in English and customer facing language
• Ability to handle work-related stress, manage multiple priorities simultaneously, and meet deadlines