Dispute Specialist (Credit & Collections)

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. At Netflix, we are shaping the future of entertainment by bringing top-quality global content to virtually every country around the world. Netflix now delights more than 300 million streaming members in over 190 countries across the world. Key to the effort in building a global internet TV network is the ability to grow and evolve our revenue-generating initiatives across the globe. We continue to introduce new commerce models, pricing strategies, and other opportunities to grow the business and now you have the chance to join the growing team of finance experts who support them. Our Credit & Collections team is currently looking for a Dispute Specialist to support our Accounts Receivable (AR) function. This newly created position will look to resolve complex issues across our revenue verticals such as Advertising, Partnerships, and Consumer Products. This role will be based in Manila but will work cross-functionally across many time zones with our US and other international offices. The perfect candidate will be hands on and very detail oriented, able to analyze and process a large volume of requests & transactions with high accuracy, have excellent communication skills, be capable of multitasking and take the initiative to drive process change and improvements. In this role, you will: Assess invoice disputes and questions raised by our customers and provide timely responses to resolve the disputes and answer the questions Be a subject matter expert on invoice disputes and provide real-time guidance and resolutions on common customer dispute types Reach out to cross-functional business partners through phone, email, or written communication to establish a resolution for customer invoice disputes in a timely fashion Manage to predetermined SLA’s to ensure speedy turnaround times and an excellent customer experience Foster strong cross-functional business partner relationships to ensure disputes are resolved on time and customers receive timely responses. Maintain a professional and empathetic approach to working with internal business partners Document all communications, resolutions and agreements Manage and maintain changes to customer contact, address, and other critical billing and reporting details Manage customer onboarding requirements to ensure that customers have all the details they need to set Netflix up as a vendor in their systems and enable them to pay their invoices in a timely fashion Support monthly accounting close activities as needed Document, report and analyze invoice dispute trends to provide understanding on the root causes of invoice disputes Partner with the Revenue / Billing team to ensure that necessary ‘up-stream’ billing fixes are understood and are being addressed with the aim of reducing future dispute cases Assist in the development of strategies to reduce customer invoice disputes and minimize delays to payment, identifying trends, process gaps, and making recommendations for process improvements Qualities we are looking for: Thrive in a fast-paced environment with a high volume of transactions Ability to maintain a high level of accuracy in addressing customer invoice disputes Knowledge and understanding of Accounts Receivable and Collections workflows Customer Service oriented person who focuses on quality communication and attention to detail Excellent written and verbal communication skills. Proficiency in other language/s (Korean/Japanese) is a plus Highly motivated with the ability to work independently Forward looking thinker who can articulate the need for change and contribute to process Improvement Someone who works with a sense of urgency and sensitivity to SLA’s and timelines Uses good judgment and knows when to make a decision and when to escalate Exemplifies the Netflix Culture Education and Experience Bachelor’s degree in Finance, Accounting, or related field (or equivalent experience) Open to work during regular business hours, with flexibility to slide shifts/ work overtime for certain critical business periods At least 4 years of experience in billing / collections Experience in resolving customer disputes Proven ability to handle high volumes of activities in a fast-paced environment. Experience in a global or multinational company Knowledge of cloud-related ERP systems a plus (Workday, HighRadius, Salesforce) for managing AR, billing, and reporting Experience with a ticketing tool or system a plus Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.