Resolution Analyst

Position Summary:

The Resolution Analyst is responsible for issue resolution and arranging for past due amounts and proactively calling on critical account base, process billing adjustments, dispute management, and reconciliation of payments and contracts as needed.​

Responsibilities:

• Resolves escalated client issues/disputes using problem solving skills

• Researches issues which includes contacting internal CDK business groups to determine resolution

• Provides account reconciliations to include contract versus invoice and payment application

• Attend critical calls to review book of accounts assigned, discuss balances due, and payment status on delinquent accounts

• Meet monthly Department A/R Goals and Service Level Agreements (SLA)

• Create Manual Invoice Presentments per client specifications

• Review and validate Disputes, process credit memos, billing adjustments, and correct billing errors as needed

• Collect on short pays/deductions in error and follow up on delinquent accounts, including Bad Debt Write-Offs and escalating collection efforts as needed

• Responsible for handling all correspondence from internal and external clients timely

• Updates management on potential issues. Makes recommendations on resolution and ways to prevent future issues, after root cause evaluation

• Organize priorities to meet deadlines and meet client expectations

• Acts as a Subject Matter Expert (SME) for Collections Specialists

• Contribute on projects, process, and systems to drive continuous improvement

Qualifications:

• Ability to provide exceptional customer service to CDK customers. 

• Ability to build trusted relationships and provide solutions. 

• Critical thinking, analytical reasoning and problem-solving skills are required to provide exceptional service.

• Gather and analyze information from diverse set of sources to understand the situation and circumstances.

• Follow CDK collection processes to provide consistent support services.

• Solve problems using sound, inclusive reasoning, and judgement

• Self-motivated with ability to communicate effectively. 

• Excellent communication skills are required. 

• One or more years of B2B Collections experience is required

• Advanced Excel skills are required that including utilizing basic formulas, data manipulation, filtering, Pivot Tables and VLOOKUPs

Preferred Qualification:

• Associates or equivalent experience is preferred

• Minimum 2 years of experience in a finance, customer service or collection, or contracting background

• Knowledge of Oracle ERP system

• Cognos Analytics reporting tool

• Experience working at Dealerships or Dealership operations

Hourly Compensation: $25.00 - $27.00

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location.  The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)

• 401K Matching Program

• Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US.  CDK may offer employer visa sponsorship to applicants.