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Billing Dispute Specialist - CCLA


Bratislava, Slovakia

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Billing Dispute Specialist is a part of the Billing Dispute Team within the Global Billing Resolution Team (GBRT). In general the mission of the Dispute Specialist is to resolve queries and disputes related to invoicing and contracting in an accurate and timely manner, establishing and rectifying root cause to prevent reoccurrence.

Roles and Responsibilities:

Demonstrates abilities to investigate and resolve billing inquires and billing disputes raised by internal/external customer
Validates issues, including validation in AT&T billing tools and with interested parties
Reviews contracts and service guides
Prepares credits for approval or approves independently based on adjustment amount
Escalates properly within escalation guidelines in order to achieve resolution
Performs work under supervision and guidance from CBPM and more experienced levels and within defined SLA’s for quality, response time and productivity

Key Competencies and Skills:

PC literate with experience of a range of software packages (MS Office)
Good communication skills - ability to interact with internal/external customers and their peers during problem determination process via email and phone
Ability to pay attention to detail, to make conscious effort to understand causes and to address all identified billing issues
Problem solver with very good analytical skills, able to spot issues that need to be deeply investigated
Time management skills – ability to track work independently and in timely manner
Negotiation skills to ensure customer satisfaction as well as satisfaction of AT&T internal processes and rules
Resistance to stress
Previous customer care experience

Education and Qualifications:

University education or High School education with leaving exam is an advantage, preferably in the area of Business, Economics
Strong communication skills in English, both oral and written (B2 level)
Additional foreign language (B2 level) is an advantage

Additional Information:

Relevant working experience in Billing / Finance / Analysis / Customer service or experience with claims, disputes or customer fulfillment role is an advantage

Location: Lakeside Park, Tomasikova 64, Bratislava
Contract type: fixed-term for 1 year (possibility to extend depending on business needs and employee performance)

This role will be working standard EMEA hours