What you’ll be doing...

The Senior Analyst on the Escalation Team will be responsible for investigating payment related issues and processing complex customer refunds related to bill payments, equipment returns, contract mandates and settlements across the Verizon customer footprint. The Senior Analyst will:

  • Prioritize and handle customer escalation calls related to missing or misapplied payments and refunds.
  • Effectively care for potentially unhappy customers.
  • Utilize various billing and payment systems to research customer payments and process refunds.
  • Follow-up with customers through various communication methods based on the customer’s preferred method of contact.
  • Ensure all required data is obtained from the customer in order to validate that payment has been posted properly or refunded accordingly.
  • Effectively communicate with both internal and external customers.
  • Support and engage the Executive Relations Teams to resolve customer issues with urgency.
  • Provide root cause analysis and feedback to prevent further occurrences.
  • Recognize process changes and update Methods and Procedures documentation.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Experience in the payment or related field.

Even better if you have:

  • Bachelor’s degree in Accounting, Finance or related discipline.
  • Ability to thrive in a dynamic environment and maintain focus during busy periods.
  • Strong interpersonal, communication, and organizational skills.
  • Knowledge of various payment types and payment processing rules.
  • Ability to work independently or in a group, functioning in a multi-task and fast-paced environment.
  • Strong knowledge and experience with Microsoft Office products and financial systems programs.
  • Knowledge of billing and payment systems.
  • Ability to receive supervision and occasional guidance on achieving short term goals and operating objectives.
  • Ability to prioritize and handle executive customer escalation calls relating to missing or misapplied payments and refunds.
  • Ability to effectively care for potentially unhappy customers.
  • Ability to effectively communicate with both internal and external customers.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.