Manager, Carrier Dispute

Segra is searching for a dynamic and experienced Manager, Carrier Dispute to work in a remote capacity. After reviewing the following details, if you are interested in being considered, please visit www.segra.com/CAREERS/ to submit your application.   Role Overview: The Manager, Carrier Dispute reports to the Director of Billing and Collections.  The Manager, Carrier Dispute will have oversight responsibility for the members of the Carrier Dispute team, those in the Carrier Dispute Analyst role.  The Manager, Carrier Dispute will ensure goals for performance and deadlines are met and comply with the company’s goals, while ensuring direct reports understand expectations.  The incumbent will ensure there is a qualified person in each position that they manage.  The incumbent maintains a productive environment while ensuring employee productivity, provide encouragement to all direct reports and/or coaching to direct reports.  The incumbent will keep management informed by effectively communicating, this includes executive level reporting, i.e. summaries of status and reports of billing data and of Key Performance Indicators (KPI’s).  Maintain up to date Methods and Procedures, and training materials, and ensure all processes are effective, efficient.   The Manager, Carrier Dispute demonstrates fluency of Carrier Dispute management, include.   Accounts receivable duties, understanding Carrier customer AR in the billing systems; including status of outstanding payments, collections on past due invoice.  Keep accurate records and provide reporting of all accounts receivable data. Manage and train Dispute Analysts Collaborate with leadership to establish performance KPIs across the team and continuously monitor and manage team members to these targets. Investigate open disputes and try to identify the root causes.  Review all escalated disputes on a daily basis in a timely manager, direct upward as soon as necessary. Ensure the team is reviewing disputes on a daily basis and resolving them in the most efficient and effective manner. Ensure dispute process is streamlined. Create and maintain insightful tracking and reporting for analysts’ performance reviews, team efficiency and department effectiveness. Provide weekly, monthly, quarterly, and annual reporting to management. Maintain a dispute and recovery rate of at or below goals. Provide detailed analysis of disputes to provide insight into potential areas of improvement, helping to scale and automate the dispute flow. Ensure that customers receive the best service across all dispute-related touchpoints. Create and maintain professional quality, weekly, monthly, quarterly and financial reports. Performing audits, troubleshooting, management of business projects working with product, marketing, engineering, customer care, Accounting, IT & others, project resource planning to support the team, meeting business objectives, including validating that all processes are functioning as expected and to ensure timely as well as accurate billing. The incumbent will oversee the quality control of wholesale/carrier strategic sales team order entry, by comparing provisioning detail to billing detail, ensuring proper documentation has been provided and billing information is accurate.   The incumbent is the billing team lead on projects that involve the CDG billing system or ancillary systems that feed the billing system like bill dates, Meta Solv etc., including new product launch, new switch implementation, new software implementation, and.  As the billing team lead, they will manage the assignments and tasks of the other billing team members. The incumbent will oversee the quality assurance and technical support and expertise to all members of the CABS team and provide training and development as necessary. Qualifications   Education:  Four-year degree in business/information systems or other technical/analytical field preferred Experience:   Minimum of seven years.  Experience in systems and business practices.  Telecommunications industry knowledge. Knowledge of Carrier billing important. Competent computer skills including experience with Excel (including pivot tables, v-lookups) and Word are required.  Technical abilities are essential.  Query language skills required. Key Competencies:   Analytical, Ability to meet deadlines, Attention to Detail, Ability to work Independently, Strong Communication skills.   About Segra: Segra is one of the largest independent fiber network companies in the Eastern United States. We have a broad and dense service footprint across the mid-Atlantic and Southeast. In addition, we are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world’s largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers throughout the mid-Atlantic and Southeast regions. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.   Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities of our customers by hiring locally and continually upgrading our network infrastructure. Segra has over 900 employees in 90 facilities, including 14 sales offices in 44 markets. We exist purely to help businesses within our footprint be successful.   Benefits Overview: Segra offers a very robust benefits package to our full-time employees, some of which include: Medical, dental, vision insurance Life insurance 401(k) match Tuition and gym reimbursements Vacation/PTO, paid holidays, floating holidays Volunteer days, parental leave   Our Commitment to Equality: Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.