Resolution Analyst

Job Description

Accelerate Your Career

Drive global technology

With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers. CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.

We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.

From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.

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.

Position Responsibilities & Essential functions

• 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 & Job Requirements

• Minimum 1 year experience as a Collections Specialist, or similar role
• Excellent Written and Verbal communication Skills
• Strong working knowledge in Microsoft Office – Excel (Intermediate)
• Ability to work independently and to adapt to a fast changing environment
• Strong Customer Service Skills
• Strong attention to detail
• Self-Motivator while actively participating in a team environment
• Consistently exceeds department SLA and Goals
• High School Diploma or equivalent
  

PREFERRED ATTRIBUTES & Qualifications

• Some college
• Minimum 2 years of experience in a finance, customer service or collection, or contracting background
• Knowledge of Oracle ERP system
• Cognos Analytics reporting tool
• Advanced Excel knowledge
• Dealership Knowledge

CDK Global knows you have passions outside of work. You have family, friends, sporting events, and lots of things going on. That’s why we offer a comprehensive benefits package to not only take care of you but your family as well. All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.