Billing Specialist I

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What We'll Bring:

What You'll Bring:

• 3+ years of experience in customer service, client support or account management.

• A solid understanding and ability to use word processing, spreadsheet, Tableau and database software applications such as Salesforce or other CRM experience is necessary.

• Excellent analytical, troubleshooting and problem-solving skills.

• They must have good service knowledge and be able to communicate effectively to understand the problem and explain its solution to internal and external customers.

• Strong attention to detail, time management, and organizational skills.

• A bachelor's degree or an equivalent combination of education, training, and experience.

What we'd love to see:

• Identify and determine the best solution based on the issue and details provided by customers (internal and external).

• Ability to make decisions and solve problems or courses of action through policy or consultation with others.

• Ability to thrive and stay organized and flexible in a changing, high-energy, and fast-paced environment.

• Excellent listening and writing skills and the ability to work between both the customer and all levels across other organizations to maximize cross-department cooperation and efficiency.

• Must be a strategic thinker that is looking at risk mitigation at all times.

Impact You'll Make:

• Improves the client experience by delivering account support in accordance with service level expectations (SLE's). Responds quickly and accurately to support requests via email, telephone, and Salesforce.com, with focus on individual customer business needs. Interacts with other departments to garner assistance in resolving customer questions and/or challenges.

• Manages the resolution of all customer issues through the Salesforce.com case tracking system. Documents resolutions to improve repeatability of solutions and helps create and or re-write SOPs (standard operating procedures) where necessary.

• Supports all aspects of the customer lifecycle from onboarding, through ongoing support, QAing and incorporating customer feedback into future business practices. Responsible for coordination, set up and audit of future price increases due to product increases and/or contract renegotiations.

• Must have deep understanding of our TUBS billing system for proper set up of new enablement codes, changes to pricing on existing enablement codes and ensure set ups are in accordance to sales and customer expectations (contracts).

• Work with Client Executive (sales) on contract to pricing set ups and ensures review of these codes on a daily and ad hoc basis.

• Must have deep understanding of the account structures and how they are being billed.

• QA of new code sets ups and changes - Ensuring products are turned correctly for more complex solutions on our SCM platform. Ensure product and pricing is set up correctly in our Billing systems (TUBS and Phoenix) for online and batch products

• May need to run periodic pricing audits and reports from Tableau and Salesforce.

• Coordinates with internal stakeholders and vendors to identify and resolve operational issues as they impact external customers. (i.e.: Consumer Ops, Tech support, and white glove accounts)

• Assists with the research and analysis of data quality and pricing discrepancies reported by customers. (Troubleshoot on SCM and TUBS when necessary).

• Provides operational support to sales, product management, and operations, for requests such as customer inquiries, account maintenance, Ad Hoc report requests and setup. Troubleshoots issues with our customers and responds to both IT and business client stakeholders.

• Maintains a detailed understanding of TransUnion solutions, services, and potential software issues. Answers basic technical questions and refers non-routine technical or product issues to higher levels.

• Completes various projects for sales and management in the areas of data research, operational efficiencies, metrics and reporting, client data, billing, contract maintenance within CLM, and other related areas. Most projects require working in teams with other associates throughout the organization while maintaining current personal workload.

• Assists in preparing and maintaining customer reports, project spreadsheets, presentations, and other documentation in a timely and accurate manner.

• Performs other related duties and projects as assigned from SSR leadership such as new Enablement codes

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company's reputation are also essential expectations of this position.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion's Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

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