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Client Support Analyst

2 months ago

Alpharetta, United States LexisNexis Risk Data Management, LLC Company Full time

Position Overview

This position plays a crucial role in assisting the organization in reaching its financial objectives while ensuring client satisfaction. You will be responsible for accurate invoicing, process enhancements, product configuration, user access management, and fulfilling customer billing requirements. Your business insight, multitasking capabilities, and strong communication skills will be essential as you collaborate across various departments within our organization. Flexibility is necessary to accommodate additional hours, including some weekends, to meet end-of-month billing deadlines.

Key Responsibilities

  • Analyzing contracts related to projects to provide setup and billing assistance for all Risk products offered.
  • Identifying, coordinating, and executing improvements in processes and systems related to contract setup, workflow, billing/invoicing, and overall back-office support.
  • Collaborating effectively within a team environment to build strong working relationships with sales teams and internal processing teams, including Accounting, Customer Support, and Product Management.
  • Investigating customer satisfaction issues, addressing concerns related to billing, order processing, and account/user provisioning policies.
  • Gathering data, verifying pricing, and calculating fees and charges for billing purposes.
  • Executing all fulfillment-related requests in accordance with established workflows and processes.
  • Ensuring the accurate completion of all assigned projects/requests while maintaining turnaround times to meet business needs and accuracy standards.
  • Resolving inquiries related to billing, invoicing, and account setup.

Qualifications

  • Experience with computer applications, including Microsoft Word, Excel, PowerPoint, and relevant accounting software.
  • Strong customer service orientation, organizational skills, problem-solving abilities, meticulous attention to detail, and excellent interpersonal and communication skills are essential.
  • Exceptional verbal and written communication skills with the ability to convey complex information clearly.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • General knowledge and ability to quickly learn contract and pricing processes within back-office systems; prior experience with Risk products is preferred.
  • Bilingual candidates are preferred.
  • High School diploma or equivalent experience.
  • Ability to maintain required accuracy rates to ensure needs are met.

At LexisNexis Risk Solutions, we value diversity among our employees and believe that different perspectives are key to creating innovative products for our global clientele. We prioritize inclusive leadership and equitable processes as part of our culture, aiming for every employee to be the best version of themselves.