Job Summary
The Reclaim Analyst is responsible for managing and executing service disconnects, relocations, and upgrades for customer accounts. This role ensures accurate billing adjustments, coordinates with internal teams and carriers, and maintains detailed records and reports. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a solid understanding of telecom services.Job Description
Key Responsibilities:
A. Customer Disconnects
Review incoming disconnect requests from customers.
Determine the specific service to be disconnected and validate contract terms.
Calculate Early Termination Liability (ETL) charges, if applicable.
Communicate disconnect details to sales and customers, including billing end dates, ETL charges, and equipment return instructions.
Address customer billing inquiries related to disconnects.
B. Relocation/Upgrade Disconnects
Log relocation/upgrade orders received from Contracts Administration.
Review order forms for notes regarding disconnection of old service locations.
Analyze provisioning team communications to determine disconnect and billing end dates.
Send disconnect confirmation emails for old locations to customers.
C. Billing
Log products to be removed from the billing system (Geneva) with accurate bill stop dates.
Ensure billing adjustments are correctly applied for disconnected services.
D. Provisioning
Submit disconnect Access Service Requests (ASRs) to carriers.
Update internal provisioning system (Landscape) with cost end dates and carrier order details.
Coordinate with the Network Operations Center (NOC) to schedule resource reclaim.
Update network inventory reports to reflect cleared slots for disconnected circuits.
E. Reporting
Maintain a comprehensive disconnect audit report to track completion of all required steps.
Generate and deliver weekly/monthly management reports.
Perform additional duties as assigned.
Required Skills and Qualifications:
Proficiency in Microsoft Excel.
Strong verbal and written communication skills.
Fluency in English.
Highly organized and detail-oriented.
Excellent computer skills and ability to learn new software quickly.
Professional demeanor and strong team collaboration skills.
Preferred: Knowledge of telecom products and services.
Ability to handle unexpected situations and develop logical solutions independently.
Schedule / Work Set-up / Location:
Nightshift
Office address is at GLAS Tower, Ortigas Pasig City
Must be willing to report onsite if necessary (due to important meetings, meet & greet, townhalls, etc.)
Must be flexible with the schedule and amenable to render overtime and work on holidays if needed
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Support a culture of inclusion in how you work and lead.
Do what's right for each other, our customers, investors and our communities.
Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
0-2 Years