Remote
Gracias por tu interés en unirte a Solventum. Solventum es una empresa nueva en el ámbito de salud, pero con una sólida experiencia en la resolución de desafíos que transforman vidas y fortalecen el trabajo de los profesionales de la salud. En Solventum, las personas son el centro de cada innovación que desarrollamos. Con empatía, conocimiento y criterio clínico, trabajamos en conjunto con los líderes más destacados del sector para enfrentar los retos más complejos de nuestros clientes. Mientras continuamos actualizando nuestra Página de Carreras y los materiales dirigidos a los postulantes, es posible que algunos documentos aún muestren la marca anterior. Ten en cuenta que todas las oportunidades laborales publicadas pertenecen a Solventum, y que la Política de Privacidad mencionada https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/a cualquier información personal que proporciones. Al igual que en 3M, en Solventum se brinda igualdad de oportunidades a todos los candidatos calificados, sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, origen nacional, discapacidad o estatus como veterano protegido. En Solventum, desarrollamos soluciones innovadoras para enfrentar los retos más complejos de nuestros clientes, liderando avances en salud mediante la combinación de ciencia médica, de materiales y de datos. Nuestro propósito es mejorar la vida de los pacientes y apoyar a los profesionales de la salud para que se desempeñen de la mejor manera posible.Job Description:
Solventum is Hiring: Customer Issue Resolution Analyst
The Customer Issue Resolution (CIR) Analyst supports the end-to-end management of assigned customer accounts in United States and Canada (USAC). This role is instrumental in resolving payment issues, addressing complaints, managing delinquencies, and enhancing the overall customer experience through effective analysis, first-class communication, and cross-functional collaboration.
This individual serves as both a problem solver and relationship builder—driving results by identifying root causes of payment issues, implementing resolution strategies, and working closely with internal and external partners. With a dual focus on data and customer care, this role helps ensure accurate, timely collections while advancing customer experience.
Handles inquiries of moderate scope and complexity within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, Customer Service Analytics.
Key Responsibilities:
- Lead end-to-end CIR oversight for a portfolio of customers.
- Conduct thorough root cause analysis on delinquencies, disputes, and implement preventative actions to minimize recurrence.
- Drive AR improvements and meet or exceed expected collection and resolution targets.
- Review customer accounts for overdue balances, partial payments, and unresolved credits.
- Serve as the primary point of contact for assigned customers, with a focus on delivering first-class customer service and cash flow results.
- Communicate professionally and effectively through phone, email, and virtual meetings.
- Collaborate with customers, sales teams, and internal departments to resolve outstanding AR and disputed items.
- Manage and resolve escalated concerns promptly and proactively.
- Execute compliant, persistent collection efforts aligned with Solventum's credit policies.
- Investigate and resolve disputes impacting AR, ensuring appropriate documentation is collected and maintained.
- Recommend actions on doubtful accounts, including potential credit holds or write-offs as needed.
- Analyze payment trends and customer behaviors using tools such as SAP, Excel, and Power BI.
- Maintain comprehensive records of CIR cases, customer interactions, and resolutions.
- Identify and recommend process improvements to reduce AR, enhance accuracy, and improve overall customer experience.
- Drive improvements through cross-functional collaboration with internal partners across finance, sales, customer service, and logistics.
Basic Qualifications:
- Minimum two (2+) years of combined experience in Finance, Accounting, customer service, accounts receivable, accounts payable, or direct experience in a customer service role in a private, public, government or military environment
Additional qualifications that could help you succeed even further in this role include:
- Direct experience in B2B Collections
- Dispute Management within the Accounts Receivable field
- Demonstrated skills and knowledge in financial statements analysis, negotiation, and credit and financial counsel principles
- Advanced skills in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Power BI Reporting
- Demonstrate organizational and soft skills
- Demonstrate initiative with process improvement activities and ability to influence change management activities
- Experience leading/participating in Lean Sigma projects, cross-functional teams, or equivalent.
Work location: Remote
Relocation Assistance: Not authorized
Supporting Your Well-being
Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.
Solventum es un empleador que ofrece las mismas oportunidades. Solventum no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process. Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.
Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.
