Operations Escalation Specialist

• Are you passionate about resolving complex billing issues and delivering outstanding customer experiences?

  Do you enjoy collaborating across teams to remove barriers, improve processes, and support business success?

  About our Team

  LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (http://www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).

  About the Role

  The Operations Escalation Specialist plays a key role in driving the timely resolution of customer billing issues, outstanding payment concerns, and dispute management activities. Working closely with Sales, SSAs, customers, and internal operational teams, this role helps remove barriers to payment, improve collections outcomes, and enhance the customer experience. The position requires strong organization, problem-solving skills, and the ability to manage complex billing matters across multiple systems and stakeholders.

  Responsibilities

• Lead and manage activities within the segment to collect on outstanding customer payments and billing related issues
• Drive resolution of billing issues with the Sales and SSA teams
• Assist Sales and SSAs in billing issue resolution (e.g. Missing PO, incorrect billing,...)
• Communicate with customers where necessary to expedite invoice setup and correction
• Utilize NPSO & Aging debts balances lists from Credit Management to prioritize
• Lead NPSO campaign lists & processes within the segment
• Focus on Large Corp Legal aging debt to resolve outstanding payment issues
• Manage Dispute Management Tool (DMT) tickets ensuring resolution within SLA

• Requirements

• Experience managing billing issues, payment concerns, disputes, or collections-related activities
• Ability to collaborate effectively with Sales, SSAs, Credit Management, Customer Accounting, Tax, and other operational teams
• Strong customer communication and stakeholder management skills
• Excellent organizational skills with the ability to prioritize multiple activities and deadlines
• Experience working with case management, ticketing, or dispute management systems
• Analytical approach to reviewing aging debt balances and prioritizing resolution efforts
• Ability to identify process improvement opportunities and drive continuous improvement initiatives
• Proficiency working across multiple business systems and tools to resolve customer issues

• Work in a Way That Works for You

  We promote a healthy work/life balance across the organisation. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

  Working Pattern

  Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

  About the Business

  LexisNexis Legal & Professional® provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

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