Case Management Analyst, Cash Apps at Clarivate Analytics

Clarivate™ is a global leader in providing trusted information and insights to accelerate the pace of innovation. We offer subscription and technology-based solutions coupled with deep domain expertise that cover the entire lifecycle of innovation – from foundational research and ideas to protection and commercialization.

Today, we’re setting a trail-blazing course to help customers turn bold ideas into life-changing inventions. Our portfolio consists of some of the world’s most trusted information brands, including the Web of Science™, Cortellis™, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™.

We employ 5,500 colleagues in more than 40 countries.

Clarivate is a public company. We are listed on the New York Stock Exchange under the ticker NYSE:CCC.

At Clarivate, we believe human ingenuity can transform the world and improve our future. That’s why we harness our global reach, curate our content, and invest in best-in-class technology and people.

Join the team that is improving the way the world creates, protects, and advances innovation.

The Case Management Analyst, Cash Apps is responsible for reconciling payment processing operations in a high-volume transaction environment. You will manage and continuously improve the process to achieve and maintain targeted performance levels while working with external customers on all cash application activities. You will partner with IT, sales and customer service teams to collaborate on various process improvement initiatives to streamline collection efforts while providing support information to all parties.  

Role Responsibilities: 

Reporting to the  Case Management Supervisor you will be responsible for the following: 

• Identify and analyze root cause inquiries and resolve with accuracy within defined SLA  

• Utilize various ERP systems to research inquiries to resolve cases 

• Prepare journal entries to correct customer account or to various general ledger accounts as needed in various ERP systems 

• Resolve payment misapplication 

• Review escalated issues/items to ensure internal/external customer satisfaction is extended 

• Use and understand system reports and/or bank statements to efficiently review and resolve cases 

• Correctly execute tasks and procedures related to the case management tool with accuracy and completeness 

• Understand time constraints and deadlines associated with case management with research and resolution and ensure all daily goals are met 

• Prepare KPI dashboards and reports 

• Perform other assignments, call customers and participate in various projects as necessary 

Areas of responsibility will include: 
 

• Collections 

• Credit Risk 

• Dispute Management 

• Refunds 

• Reporting 

• Self-Assessments 

Qualifications: 

The successful candidate will have most of the following qualifications: 

• Bachelor’s degree required 

• Minimum 3-5 years working in cash, billing, finance or operations required 

• Minimum 2 years of case management experience required 

• Analysis experience preferred 

• Able to effectively manage competing priorities. 

• Able to analyze data and draw logical conclusions as to root causes 

• Able to function in a quick-paced environment where emphasis is placed on accuracy 

• Excellent written and verbal communication skills 

• Microsoft excel, including V-look ups and Pivot tables, word and outlook knowledge  

• Net Suite, Peoplesoft, AS400, Vulcan, SFDC or Zuora experience a plus 

• Able to prioritize and manage multiple responsibilities. 

• Strong attention to detail.   

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.