Billing Dispute Analyst

Job Description

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 will make an 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. Acting as the subject matter expert in all aspects of Dispute Resolution (negotiation, financial/technical assessment, and expectation management). Analysing and assessing the validity of a claim regarding non-performance or breaches of service levels (Billing dispute, Regulatory claims, and commercial settlements). Ensuring resolutions are commercially optimal, meet business needs and fall within business risk parameters. Completing all corrective actions, as appropriate to the resolution. Identifying root causes of disputes or claims and recommending process improvements or systems to prevent recurrence. 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: 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. Come join us and build a better future. Apply today. Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! About the company TPG Telecom Limited, formerly Vodafone Hutchison Australia Pty Limited and renamed following the merger with TPG, is an Australian telecommunications company. #J-18808-Ljbffr