Operations Escalation Specialist

Operations Escalation Specialist

Are you passionate about resolving complex billing issues and delivering outstanding customer experiences? Do you enjoy collaborating across teams to remove barriers, improve processes, and support business success?

About the Role

The Operations Escalation Specialist plays a key role in driving the timely resolution of customer billing issues, outstanding payment concerns, and dispute management activities. Working closely with Sales, SSAs, customers, and internal operational teams, this role helps remove barriers to payment, improve collections outcomes, and enhance the customer experience. The position requires strong organization, problem-solving skills, and the ability to manage complex billing matters across multiple systems and stakeholders.

Responsibilities

• Lead and manage activities within the segment to collect on outstanding customer payments and billing related issues
• Drive resolution of billing issues with the Sales and SSA teams
• Assist Sales and SSAs in billing issue resolution (e.g. Missing PO, incorrect billing,...)
• Communicate with customers where necessary to expedite invoice setup and correction
• Utilize NPSO & Aging debts balances lists from Credit Management to prioritize
• Lead NPSO campaign lists & processes within the segment
• Focus on Large Corp Legal aging debt to resolve outstanding payment issues
• Manage Dispute Management Tool (DMT) tickets ensuring resolution within SLA

Requirements

• Experience managing billing issues, payment concerns, disputes, or collections-related activities
• Ability to collaborate effectively with Sales, SSAs, Credit Management, Customer Accounting, Tax, and other operational teams
• Strong customer communication and stakeholder management skills
• Excellent organizational skills with the ability to prioritize multiple activities and deadlines
• Experience working with case management, ticketing, or dispute management systems
• Analytical approach to reviewing aging debt balances and prioritizing resolution efforts
• Ability to identify process improvement opportunities and drive continuous improvement initiatives
• Proficiency working across multiple business systems and tools to resolve customer issues

Work in a Way That Works for You

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

U.S. National Base Pay Range: $53,900 - $89,800. Geographic differentials may apply in some locations to better reflect local market rates.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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