Escalation Coordinator

4 months ago

Montréal, Canada Canadian National Railway Full time

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you’re part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us

**Job Summary**

The Escalation Coordinator is responsible for achieving Accounts Receivable targets set out by the Manager, Freight Collections, with focus on the resolution of delinquent customer accounts and the resolution of complex billing disputes. The role supports the collection of a portfolio of customers and follows up on accounts that are over payment terms or have complex collection issues that require resolution. The incumbent directly collaborates with Sales and Marketing, Operations, Customer Service and Optional Services (OS) Billing departments in order to resolve collection disputes, particularly for OS billing.

**Main Responsibilities**

**Collection Activities**
- Support and assist Accounts Receivable Representatives on complex or escalated collection activities
- Provide a focal point for OS collections issues
- Assist with management and processing of escalated accounts as well as files to the Credit Management team
- Collaborate with key stakeholders including Customers, OS Billers, Sales and Marketing as well as Credit Management to drive resolution of customer disputes and ensure customer compliance with CN credit terms
- Work with Accounts Receivable Representatives to identify accounts for escalation and coordinate escalation of accounts and disputes to senior management (Level 2)

**Optional Service Invoice Resolution Activities**
- Perform processes and workflows analysis for systems and process development as well as modifications to deliver on corporate initiatives that affect financial objectives
- Perform root-cause analysis of recurring, systemic disputes or issues that result in payment delays
- Determine validity of high visibility OS disputes
- Work with Sales and Marketing as well as Operations to understand issues and recommend solutions to repetitive billing problems (Billing Exceptions)
- Explain to both internal and external parties CN’s OS charges, taking a lead in being a Subject Matter Expert

**Continuous Improvement Activities**
- Review various performance measurements and metrics to monitor and evaluate process effectiveness
- Reinforce and support continuous improvements to ensure a high level of performance leading to customer satisfaction
- Perform User Acceptance Testing related to system changes

**Working Conditions**

The role has standard working conditions in an office environment with a normal workweek from Monday to Friday.

**Requirements**:
**Experience**

Relevant Work Experience
- Between 3 to 5 years of related experience
- Collection experience
- A solid understanding of Optional Services policies and processes.

**Education/Certification/Designation**
- Bachelor’s Degree in Accounting or Finance
- Completion of Accounts Receivable course
- Chartered Professional Accountant (CPA) designation*
- Any designation for these above would be considered as an asset

**Competencies**
- Shares timely information within and across functions to get things done effectively
- Collaborates with others
- Applies analytical thinking to make recommendations that pursue sustainable performance
- Inspires others with impactful communications and adapts to the audience
- Knows the business and stays current with industry trends to elevate expertise and work
- A solid business acumen and be results oriented
- Tracks metrics and is accountable
- Ability to multitask in a high-paced working environment
- Knowledge of both official languages

**Technical Skills/Knowledge**
- Knowledge of systems used by Revenue Management, including RMS, SRS (including OS Billing), PDB, eBill and EDI

**About CN**

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.

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