Billing Dispute Analyst

Join a powerhouse of brands that connect customers, businesses and communities.
- Bring your boldness and stand out in an organisation that supports you to shine.
- Awesome perks like a free mobile and NBN plan that you can use to work wherever

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge. **Could that be you?**

**Your opportunity**:
As our valued Billing Dispute Analyst, you will play a vital role in ensuring the smooth and effective resolution of billing disputes and commercial claims, contributing to the overall efficiency and customer satisfaction of TPG Telecom. You’ll draw on your expertise in billing systems, dispute resolution, and stakeholder management to drive timely, accurate and commercially sound outcomes.

**You'll make impact by**:

- Supporting the Billing Manager with daily, weekly, Monthly tasks across both Consumer and Corporate for all brands across TPGT
- Validating and resolving all customer-initiated Billing disputes and Commercial claims, in line with corporate policy, while ensuring that corporate and regulatory SLA’s and service obligations are met.
- Owning the resolution process up to and including arbitration, negotiation, mediation as defined within our contractual obligations.
- Supporting the delivery of resolutions, which displays the best in practice outcomes and offer protection to both the customer and TPGT
- Analysing and assessing the validity of a claim regarding non
- performance or breaches of service levels i.e. (Billing dispute, Regulatory claims, and commercial settlements). This will be achieved by assessment of any:

- Financial implication
- Regulatory
- Operational
- Policy
- Governance
- Acting as the final arbiter in determining whether the claim is valid or not and convey the findings to the customer.
- Ensuring resolutions are commercially optimal, meet business needs and fall within business risk parameters.
- Completing all corrective actions, as appropriate to the resolution. Including but not limited to:

- Calculating and processing any financial adjustments (credit / debits) as required
- Completing all billing and invoicing realignment
- Completing all system/ network modifications as required and identified as part of resolution
- Reducing the number of billing disputes and commercial claims by Identifying root cause of dispute or claim and recommend process improvements or system in order to stop the issue from happening again
- Liaising directly with internal TPG Telecom groups to assess further validity of claims
- Identifying any process improvement opportunities with key stakeholders to help improve the quality to the business

**What you’ll bring**:

- Strong customer focus when liaising with both internal and external stakeholders
- Highly developed written and verbal communication and consultation skills with the ability to interact at all levels of the organisation
- Self-starter, adaptable and highly motivated individual
- A logical and methodical approach must be demonstrated along with strong administrative and interpersonal skills
- Attention to detail and quality focus.

**Ideally, you will also have**:

- A degree in IT or Accounting (Desirable)
- Understanding of customer lifecycle and its effect on billing and invoice delivery and payments
- Billing system experience such as Oracle BRM (Infranet), Kenan or Novus desirable but not essential
- Experience in analysing complex disputes/claims within the telecommunication industry (fixed wire services and mobile)
- 2-5 years demonstrated experience with billing systems, processes and downstream financial reporting
- Demonstrated experience in dispute, commercial claims, complaints cases and system issue resolution

**What's in it for you?**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
- TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo._
- Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes._

LI-Hybrid