At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. 

Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

JOB DESCRIPTION  -  ACCOUNT RESOLUTIONS ASSOCIATE 

The Account Resolutions Associate supports the Collections team by managing and resolving customer disputes that impact Accounts Receivable (AR). This role works cross-functionally with Billing, Sales, Operations, and Customer Service to investigate and resolve disputes efficiently, enabling faster payment collection and contributing to AR reduction and DSO improvement.

The position requires strong analytical skills, attention to detail, and a customer-focused mindset to balance financial accuracy with a positive customer experience.

Key Responsibilities

Manage assigned customer dispute cases from receipt through resolution, ensuring timely closure.

Investigate billing, pricing, service, and contractual disputes by collaborating with internal teams.

Gather, review, and validate supporting documentation to determine dispute validity.
Execute approved resolution actions (credits, rebills, adjustments, or dispute rejections) in accordance with company policies.

Ensure disputes are resolved within established SLAs to prevent AR aging.

Work closely with Collections Associates to prioritize disputes that are blocking payment.
Provide regular updates on dispute status, root cause, and expected resolution timelines.

Support escalation of complex or high-value disputes as needed to accelerate resolution.

Contribute to the reduction of disputed and overdue AR balances.

Support initiatives aimed at improving DSO by shortening dispute resolution cycle times.

Identify recurring dispute drivers and share insights to help prevent future disputes.

Customer & Internal Communication

Serve as a point of contact for customers regarding dispute-related inquiries.
Communicate clearly and professionally with customers to explain findings and next steps.
Maintain strong collaboration with internal stakeholders to ensure timely and accurate resolutions.

Accurately document dispute activity and outcomes in the CRM / ERP / Oracle and case management systems.

Ensure adherence to internal controls, financial policies, and audit requirements.

Required QualificationsEducation

Fluency  in English ( C1 Level)

Bachelor’s degree in Finance, Accounting, Business Administration, or related field (preferred).

1 years of experience in any of the following areas : Customer Service, Accounts Receivable, Billing, Dispute Resolution, or Collections.

Experience in a shared services or global finance environment is a plus.
 

Skills & Competencies

Basic knowledge of billing processes.

Strong analytical and problem-solving skills.

Good written and verbal communication skills.

Ability to manage multiple cases and meet deadlines.

Customer-focused mindset with attention to detail.

Proficiency in ERP systems (e.g., SAP, Oracle) and Microsoft Excel / Google Suite (desirable).

Category: Customer Support