Thomson Reuters Off Campus Drive | Associate – Work From Home

Qualifications

• Graduate/Post Graduate in Accounting with 1 years of relevant experience
• Necessary industry experience & associated number of years of experience
• Good problem-solving skills, written and verbal communication skills.
• Proven ability to form strong customer relationships, an understanding of customer focus and service delivery
• Good knowledge of MS Office and ERP (applicable AR systems)
• Experience in Portal uploads like Ariba,Coupa
• Must possess and demonstrate exceptional organizational and communications skill.
• Should be comfortable with Night shifts

Job Description & Responsibilities:-

For Billing Associate:

• Billing operations knowing of SAP, salesforce, service now ticketing tool, and billing portals ,know how of Professional services processing will be an advantage.
• Obtain information required to process order (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts)
• Have a good knowledge on multiple portals uploads like (Ariba,Coupa).
• Verify equipment needs, communication requirements and general client needs, making sure to provide timeframes and set client expectations accordingly
• Escalate all delays to internal departments where interaction is required.
• Implement release of billing for all services and charges
• Account Maintenance: Maintain accurate client site billing & location details, and contact/user records on internal systems
• Establish key client relationships in order to facilitate improved administration and customer satisfaction
• Manage and resolve external & internal queries relating to Invoice issues, client account
• information/permissions, and compliance issues
• Assist clients with Data Access Declarations and Access Statements
• Liaise with sales and clients for issues relating to customer administration issues Act asmentor/coach to new hires and existing staff as required
• Project Management
• Establish communication between internal and external groups – Provide timeline and set expectations
• Coordinate with internal teams and solve the customer billing issues.
• Consult with product teams, trainers, and systems support to identify service-impacting issues
• Contribute to new process releases and system enhancements by providing insight and performing tests
• Work with Sales and Client to identify time-saving and cost-saving opportunities where needed

For Audit Desk Representative:

• Responsible for working with financial institutions and other responders managing aging of confirmation requests.
• Liaison with the Firm sales team on urgent requests that have been raised.
• Work alongside the Responder (firm) sales team to add users, supervisors, initiate confirmation reque, and improve communications within the financial institutions.
• Respond to customer inquiries via phone, email and chat, etc.
• May respond to inquiries regarding a specific or more complex product or a specific customer (based on customer size or revenue tied to customer)
• Inquiries will vary but typically include address changes, account changes/updates, order status, product feedback, password assistance, billing inquiry, etc.
• Ensure each customer contact is handled in a manner consistent with the Thomson Reuters brand and values to maintain customer satisfaction and retention.
• Uses analysis along with policies and procedures to resolve customer issues. Interpret customer contract and assess downstream impact to mitigate any recurring issues.
• Identify prospects for additional products and services; send leads to appropriate sales representatives.
• May assist field representatives in account maintenance.
• Log and classify al calls and request for assistance in the call tracking database.
• Filter and escalate inquiries as appropriate.
• Apply active listening skills to diffuse a potentially tense customer interaction.
• May include some order processing duties.