Iron Mountain Manager of Billing Disputes in Royersford, Pennsylvania

Overview

Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Visit www.ironmountain.com for more information.

Responsibilities

The Manager of Billing Disputes is responsible for managing and continually improving Customer Billing Disputes at Iron Mountain. The person in this role will manage a team of front line customer facing agents who work towards improving the overall customer experience from an AR perspective. This may consist of (but not limited to) faster dispute case closure speeds, root-cause analysis, continuous improvement actions, system implementations/improvements, and cross-functional relationship and workflow development. The right candidate will be able to effectively prioritize, lead, and handle complex cross functional billing issues as well as being accountable for designing, recommending, and implementing new processes to improve the overall customer experience.

The incumbant will Lead all Centralized Billing disputes team for IRM North America including Records Management, Data Backup & Recovery including Canada.

  • This position requires a deep level of understanding of contracts and billing systems (preferably at Iron Mountain). Through system knowledge and experience the successful candidate will be able to coach subordinates on creative ways to efficiently address evolving customer needs.

  • Resolution around the common issue around customer disputes and issues preventing clients from timely payment. The successful candidate will be able to build bridges with his/her upstream contacts and anticipate upcoming work level peaks and new programs

  • Oversee the billing disputes processing and related continues improvement efforts including performance reporting and improvement.

  • Ensure timely and accurate billing dispute resolution by agents.

  • Improve the customer experience for customers who have presented a dispute regarding their invoice by turning each engagement into an opportunity to delight our customers and potentially promote new self-service options to improve customer satisfaction in the future.

  • Lead Continuous Improvements in related areas including but not limited to reducing the number of disputes each month, highlighting trends and recommending changes in upstream processes to eliminate customer challenges

  • Liaison with Billing Services and other A2C functions and create business cases for related enhancements in our billing platforms to eliminate customer challenges.

  • Collaborate with global SSC Leadership and highlight areas for improvement which can have a positive impact on invoice disputes

  • Drive a service oriented environment for internal/external customers ensuring SLA’s are delivered timely and accurately.

  • Strong people leadership skills are critical to the success of this position. The successful candidate for this position must be able to inspire others to deliver outstanding results. The role will have direct solid line leadership responsibility.

Qualifications

  • The successful candidate should possess the following:

  • Strong leadership skills

  • Experience in leading large teams

  • Strong knowledge of Iron Mountain’s billing and reporting systems is a plus

  • Strong Microsoft Excel skills

  • Strong analytical and organizational skills a must

  • Excellent problem resolution skills

  • Highly motivated and Customer focused (internal and external)

  • High energy level with strong work ethic

  • Ability to think strategically, and act tactically

  • Excellent written and verbal communication skills

  • Ability to effectively interact with varying position levels including senior management

  • Strong interpersonal and diplomacy skills, positive attitude and teamwork driven

  • *Six Sigma Yellow belt certification required or at a minimum commitment to complete within 6 months of role acceptance, Green Belt certification preferred

  • Bachelors Degree Preferred

  • 7-10 years Billing Experience

Compliance Obligations:

It is the responsibility of every Iron Mountain employee:

  • to comply with all applicable laws, rules, regulations, and company policies

  • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct

  • to complete required training within the allotted time frame

Every Iron Mountain employee has an obligation to promptly report issues and violations.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

Requisition # 2018-19829

Category Finance

Type Full-Time

Work From Home (Virtual) No

Reasonable Accommodation

Iron Mountain is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you are a qualified individual with a disability or a disabled veteran, you have the right to request reasonable accommodation if you are unable or limited in your ability to use or access the Iron Mountain Careers website as a result of your disability. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you need an accommodation, please email accommodationrequest@ironmountain.com.

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