Dispute Analyst

hace 5 días


Mexico City Metropolitan Area Genpact A tiempo completo

Ready to shape the future of work?At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation,our teams implementdata, technology, and AI to create tomorrow, today. Get to know us at and on LinkedIn, X, YouTube, and Facebook.Inviting applications for the role of Specialist - Disputes AnalystsIn this role, we require Disputes Profile who will perform below responsibilities.Responsibilities1. Intake & Classification• Receive dispute requests from Collections, Customers, Billing, and Cash Application.• Perform same-day classification of disputes by root cause (pricing, contract, unexecuted changes, lack of support, billing error, service/installation).• Validate disputes against client contracts, Purchase Orders, Master Data, and billing history.• Ensure dispute intake and classification is completed within 24–48 hours SLA.2. Ownership & Routing• Take full ownership of each dispute from intake to resolution.• Identify and assign the responsible owner across Sales, Operations, Master Data, Billing, or Legal/Contract Management.• Open and manage formal tickets in ServiceNow / Client trackers.• Define realistic commitment dates and ensure accountability from upstream teams.• Actively push resolution — does not wait passively for responses.3. Active Follow-Up & Escalation• Perform proactive follow-up with internal stakeholders and customers.• Maintain documented evidence (emails, system changes, customer confirmations).• Escalate when:• SLA is at risk or breached• Dispute aging exceeds 60 / 90 days• Maintain a follow-up rhythm of every 3–5 business days maximum.4. Resolution & Handoff• Confirm resolution actions including:• Credit notes• Rebilling / refactoring• Contractual adjustments• Master Data corrections• Invoice cancellation and reissuance• Perform immediate handoff:• To Billing for new invoices• To Collections for reactivation of cash collection• Target dispute resolution



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