Client Billing Dispute Analyst (Remote)

First American; Illinois; Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative firm is seeking a Customer Resolution Specialist to enhance client experiences through exceptional service. This role focuses on resolving escalated inquiries, maintaining thorough documentation, and collaborating with various departments to ensure client satisfaction. With a commitment to a people-first culture, this position offers a chance to contribute to process improvements and client relations. If you have strong analytical skills and a passion for helping others, this is the perfect opportunity to make a meaningful impact in a supportive environment.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

PTO/Sick Leave

Employee Stock Purchase Plan

Qualifications

• 7+ years of experience in client escalations and written interactions.
• Extensive knowledge of company products and services.

Responsibilities

• Research and resolve customer escalations through various communications.
• Maintain documentation of escalations and ensure customer satisfaction.

Skills

Client Service Skills

Analytical Skills

Problem-Solving Skills

Organizational Skills

Time Management

Written Communication

Interpersonal Skills

Conflict Resolution

Adaptability

Negotiation Skills

Education

High School Diploma or Equivalent

Tools

MS Office

Data Entry Systems

Smartsheet

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

The Customer Resolution Specialist is responsible for providing high level customer service and focuses on researching and resolving customer escalations through phone, email and/or written communications. Assess customer complaints. Research and troubleshoot to provide resolution for customer issues. Determine and coordinate with relevant departments for closure of complaints or issues. Maintain documentation of escalations and customer contacts. Ensure the customer's voice is heard and that issues are thoroughly researched and addressed. This role does not have assigned clients or account management responsibilities.

HOW YOU'LL CONTRIBUTE

1. Research and respond to a wide range of routine and escalated billing inquiries and complaints from clients.
2. Interact via email with clients on all levels of escalation to assess situations, provide acknowledgment, and update on inquiry status. Includes inbound and outbound emails. Troubleshoot to provide client resolution.
3. Identify emerging trends and notify leadership of opportunities. Regularly contribute to process and procedure improvements to enhance the client experience.
4. Provide written and verbal responses to client inquiries. Be comfortable and precise in written communication. Summarize key points in emails.
5. Manage an inventory/pipeline of assigned cases and ensure compliance with critical deadlines.
6. Maintain and create logs, records, and files. Serve as a resource for information.
7. Potentially provide training or product demonstrations tailored to client needs.
8. May serve as a Subject Matter Expert (SME) for a product or service.
9. Coordinate and follow up with operational divisions to resolve issues.
10. Manage FAI resources who send confirmation emails and log disputes into Smartsheet.
11. Review disputes to determine if they can be researched internally or need to be escalated to a business unit.
12. Follow up on responses from business units to ensure resolution.
13. Seek concurrence from a supervisor if the client's dispute is deemed incorrect.
14. Monitor response times to meet client SLAs.
15. Review responses for clarity and clarity, and craft client communications with appropriate documentation.
16. Maintain relationships and communication with Client Relations Managers and Executives.
17. Review dispute inventory daily via tracking pivot tables.
18. Provide weekly and monthly summaries of dispute statuses.
19. Perform other duties as assigned.

WHAT YOU'LL BRING

1. High School diploma or equivalent.
2. Typically 7+ years of relevant experience.
3. Experience supporting client escalations and written interactions/complaints.
4. Extensive knowledge of the company's products and services.
5. Excellent organizational skills, time management, and ability to meet deadlines.
6. Strong analytical, research, and problem-solving skills.
7. Exceptional client service skills including active listening, adaptability, conflict resolution, emotional intelligence, collaboration, negotiation, decision-making, open-mindedness, persuasion, and critical thinking.
8. Proficiency in MS Office.
9. Excellent interpersonal and communication skills (verbal and written).
10. Ability to research and communicate findings clearly and client-friendly.
11. Knowledge of computerized data entry systems and relevant applications.
12. Diplomatic approach.

COMPLEXITIES & IMPACT

1. Handles non-routine calls and issues requiring deviation from standard procedures.
2. Adapts responses and conducts extensive research based on client feedback.
3. Works independently with minimal supervision.
4. Follows established guidelines and makes recommendations for departmental improvements.
5. Errors may lead to client dissatisfaction or loss of time.

SALARY RANGE - $23.82 - $31.77 Hourly

This range reflects the estimated base pay at posting time, based on factors such as knowledge, skills, experience, business needs, and location.

What We Offer

We embrace diversity, equity, and inclusion as core to our success. Our People First Culture encourages you to bring your entire, authentic self to work. First American is an equal opportunity employer. We offer a comprehensive benefits package including medical, dental, vision, 401k, PTO/sick leave, and other benefits such as an employee stock purchase plan.