Operations Escalations Specialist

Do you enjoy collaborating cross-functionally to deliver on common goals? 

The Operations Escalations Specialist handles complex customer issues related to billing and account setup. Solves a range of complex problems interfacing with internal teams as well as customers.  Responsible for billing and collection processes, data, and solutions within the segment. Receives a moderate level of guidance and direction from more senior level roles.  

Lead and coordinate collection activities within the business segment. Partner with Sales and Sales Support to resolve billing issues (e.g., missing POs, incorrect billing). Communicate directly with customers to expedite resolution of billing and collection matters. Own analytics and reporting for accounts receivable, aging, and collection activity. Collaborate with LexisNexis’s central Collections and Credit Management teams. Drive collection-related campaigns and task management with Sales. Manage billing-related disputes, ensuring resolution within defined SLAs. Interface with backend teams (Customer Accounting, Credit Management, E-submissions, Tax, etc.) to resolve complex billing issues. Support continuous improvement initiatives to enhance account management, order processing, billing, and collections. 

Qualifications & Skills 

Proven experience in billing, collections, or a related financial operations role. Strong technical aptitude with the ability to investigate and resolve issues across internal systems. Excellent communication and interpersonal skills; comfortable engaging with customers and cross-functional teams. Highly organized with the ability to manage multiple priorities and long-cycle issues. Experience with Salesforce, Oracle, or similar systems is a plus. 

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