Resolution Analyst

Job description

About Us: CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers (“OEMs”) across automotive and related industries. The Company’s cloud-based, software as a service (“SaaS”) platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance. 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 Preferred Qualifications: Some college Minimum 2 years of experience in a finance, customer service or collection, or contracting background Knowledge of Salesforce Billing Cognos Analytics Power Bi Advanced Excel knowledge Dealership Knowledge Bilingual (English /French-Canadian) Compensation: $28.00 - $30.00/hour 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 must be legally authorized to work in the United States without the need for current or future employment-based visa sponsorship. The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. CDK retains the right to change or assign other duties to this position as needed.