Escalation Manager - Customer Revenue CycleEquifax Inc - Saint Louis, MO
Equifax is a global leader in consumer, commercial and workforce information solutions that provide businesses of all sizes and consumers with insight and information they can trust. Equifax organizes and assimilates data on more than 600 million consumers and 81 million businesses worldwide. The company's significant investments in differentiated data, its expertise in advanced analytics to explore and develop new multi-source data solutions, and its leading-edge proprietary technology enable it to create and deliver unparalleled customized insights that enrich both the performance of businesses and the lives of consumers. Headquartered in Atlanta, Equifax operates or has investments in 19 countries and is a member of Standard & Poor's (S&P) 500® Index. Its common stock is traded on the New York Stock Exchange (NYSE) under the symbol EFX. In 2013, Equifax was named a Bloomberg BusinessWeek Top 50 company, was #3 in Fortune's Most Admired list in its category, and was named to InfoWeek 500 as well as the FinTech 100. For more information, please visit www.equifax.com. Equifax is an equal opportunity employer and a drug-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
The Escalation Manager will serve as the single point of contact for all issues or escalations coming from Sales that are customer facing and are the result of an error in the process between initial contracting and invoicing. The Escalation Manager will be assigned key leads or SMEs from Billing, CSG, CSS, Fulfillment, Sales Operations, Collections, Customer Service and Sales to extract details of the root cause, then will be expected to work with the SMEs to resolve errors or process issues going forward. The Escalation Manager will track the details and provide an executive level summary of the issues and planned resolutions to mid and senior level management. The Escalation Manager will have no direct reports but will need to influence others across the matrixed organization. This leader will need to build a strong governance process with leaders from respective process areas and will be accountable for ensuring the success of this position.
Develop, operate and maintain an ongoing process with assigned support from key areas to capture issues and escalations, determine root causes, report out findings, and recommend future solutions.
Serves as Project Manager and develops work streams with assigned resources from key process areas that focus on resolving the issue.
Keeps track of KPI’s that measure overall health of areas identified for the key processes and are part of the Contract – Invoice process.
Other duties as assigned.
Bachelor’s degree required, emphasis in Business Administration, Finance, Accounting, Process Engineering. Equivalent work experience in similar positions will be considered.
PMP certification desired
Process improvement background desired
MS Office proficiency
Has led and executed key strategic programs
Experience tracking contract to revenue and influencing key initiative metrics
Can communicate effectively across all levels of the organization and directly with clients
Ability to work under pressure with high performance teams and collaborative work culture
Strong analytical, strategic and innovative thinker with creative problem solving skills
See Job Description
18 days 17 hours ago
Please review all application instructions before applying.
Equifax Inc. provides information solutions and human resources business process outsourcing services for businesses, governments, and consumers. The companys U.S. Consumer Information Solutions segment provides consumer information services, such as credit information, credit scoring, credit modeling, locate, fraud detection and prevention, identity verification, and other consulting services; mortgage loan origination information, appraisal, title, and closing services; consumer financial marketing services; and identity management services. Its International segment provides information services products, which include consumer and commercial services, such as credit and financial information, and credit scoring and modeling services; and credit and other marketing products and services. The companys Workforce Solutions segment offers employment, income, and social security number verification services, as well as employment tax and talent management services. Its North America Personal Solutions segment sells credit information, credit monitoring, and identity theft protection products directly to consumers through the Internet and hard-copy formats. The companys North America Commercial Solutions segment offers commercial products and services comprising business credit and demographic information, credit scores, and portfolio analytics, which are derived from its databases of business credit, financial, and demographic information. Equifax Inc. serves customers in financial services, mortgage, human resources, consumer, commercial, telecommunications, retail, automotive, utilities, brokerage, healthcare, and insurance industries; and state and federal governments. It has operations in Argentina, Canada, Chile, Costa Rica, Ecuador, El Salvador, Honduras, Mexico, Paraguay, Peru, Portugal, Spain, the United Kingdom, Uruguay, the United States, and the Republic of Ireland. The company was founded in 1899 and is headquartered in Atlanta, Georgia.
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