Operations Escalation Specialist

RELX; Miamisburg (OH); On-site; USD 54,000 - 90,000; Full time

Job summary

LexisNexis Legal & Professional is seeking an Operations Escalation Specialist to resolve complex billing issues, manage disputes, and drive timely payments. You will collaborate with Sales, Credit Management, and Customer Accounting to remove barriers, improve collections outcomes, and enhance the customer experience.

The role involves case management and ticketing across multiple systems, prioritizing aging debt and leading NPSO campaigns within the segment.

Qualifications

• Experience handling billing issues, payment concerns, disputes, or collections activities.
• Ability to collaborate with Sales, Credit Management, Customer Accounting, Tax, and other teams.
• Strong communication and stakeholder management skills.
• Excellent organizational skills to manage multiple deadlines.
• Experience with case management, ticketing, or dispute systems.
• Analytical approach to aging debt and prioritization.
• Identify process improvements and drive optimization.

Responsibilities

• Lead and manage activities to collect on outstanding payments.
• Drive resolution of billing issues with Sales and SSA teams.
• Assist in billing issue resolution (Missing PO, incorrect billing).
• Communicate with customers to expedite invoicing.
• Utilize aging debt lists to prioritize.
• Lead NPSO campaign lists & processes.
• Focus on large corporate aging debt.
• Manage Dispute Management Tool tickets within SLA.

Skills

Billing issues

Payment collections

Cross-functional collaboration

Stakeholder management

Ticketing systems

Analytical

Process improvement

Multi-system navigation

Tools

Dispute Management Tool (DMT)

Ticketing systems

Job description

Are you passionate about resolving complex billing issues and delivering outstanding customer experiences? Do you enjoy collaborating across teams to remove barriers, improve processes, and support business success?

About Our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (http://www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).

About The Role

The Operations Escalation Specialist plays a key role in driving the timely resolution of customer billing issues, outstanding payment concerns, and dispute management activities. Working closely with Sales, SSAs, customers, and internal operational teams, this role helps remove barriers to payment, improve collections outcomes, and enhance the customer experience. The position requires strong organization, problem-solving skills, and the ability to manage complex billing matters across multiple systems and stakeholders.

Responsibilities

• Lead and manage activities within the segment to collect on outstanding customer payments and billing related issues
• Drive resolution of billing issues with the Sales and SSA teams
• Assist Sales and SSAs in billing issue resolution (e.g. Missing PO, incorrect billing,...)
• Communicate with customers where necessary to expedite invoice setup and correction
• Utilize NPSO & Aging debts balances lists from Credit Management to prioritize
• Lead NPSO campaign lists & processes within the segment
• Focus on Large Corp Legal aging debt to resolve outstanding payment issues
• Manage Dispute Management Tool (DMT) tickets ensuring resolution within SLA

Requirements

• Experience managing billing issues, payment concerns, disputes, or collections-related activities
• Ability to collaborate effectively with Sales, SSAs, Credit Management, Customer Accounting, Tax, and other operational teams
• Strong customer communication and stakeholder management skills
• Excellent organizational skills with the ability to prioritize multiple activities and deadlines
• Experience working with case management, ticketing, or dispute management systems
• Analytical approach to reviewing aging debt balances and prioritizing resolution efforts
• Ability to identify process improvement opportunities and drive continuous improvement initiatives
• Proficiency working across multiple business systems and tools to resolve customer issues

Work in a Way That Works for You

We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About The Business

LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.U.S. National Base Pay Range: $53,900 - $89,800. Geographic differentials may apply in some locations to better reflect local market rates.

Benefits

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.