Job Description
Resolution Analyst I Location: 100% Remote
Contract Duration: Through end of July (with possibility of extension)
About the Role We are seeking a highly organized, detailoriented
Resolution Analyst I to support dispute management, billing accuracy, payment reconciliation, and issue resolution across a large portfolio of highvalue B2B accounts. This fully remote role requires strong analytical skills, excellent communication, and the ability to work independently in a fastpaced environment.
As a Resolution Analyst, you will work closely with internal teams and senior-level client contacts to ensure clients are billed accurately, disputes are resolved efficiently, and payments are collected on valid invoices. You will play a key role in meeting service level agreements, maintaining healthy accounts receivable, and delivering an outstanding customer experience.
Key Responsibilities Billing & Dispute Resolution - Manage a high volume of billing disputes, including incorrect pricing, functionality issues, and service-related concerns.
- Validate disputes and issue credits when appropriate; collect outstanding balances when disputes are not valid.
- Process billing adjustments, credit memos, and corrections to ensure invoice accuracy.
- Research and resolve escalated issues by partnering with internal CDK departments and business units.
Account Reconciliation & Payment Management - Perform detailed account reconciliations, including contract vs. invoice and payment application reviews.
- Collect on short-pays, erroneous deductions, and overdue accounts; escalate for bad-debt write-offs as needed.
- Attend critical calls to review assigned accounts, discuss delinquencies, and align on payment status.
Client & Internal Partner Communication - Serve as a primary escalation point for internal teams and external clients, including seniorlevel contacts (Dealer Principals, Presidents, VPs).
- Maintain timely, professional communication in alignment with strict SLAs (e.g., respond within 2 business days; resolve within 10).
- Proactively contact clients after upgrades, renewals, or ownership changes to review first invoices.
Operational Responsibilities - Create manual invoice presentments based on client-specific requirements.
- Learn and understand complex products, services, and contract structures to support issue resolution.
- Manage priorities effectively to meet deadlines, A/R goals, and team performance expectations.
- Provide recommendations to management to prevent future issues based on rootcause findings.
- Perform additional duties as assigned.
Role Environment & Portfolio - Manages a large, highvolume portfolio of clients, primarily OEM/manufacturer accounts (e.g., Ford, Mercedes, Toyota, GM).
- Approximately 20% B2B collections ; majority of work is dispute, billing, and reconciliation-focused.
- Highly collaborative team environment with support from tenured associates.
- Standard schedule is 8:00 AM - 5:00 PM Eastern Time , with some flexibility based on candidate location.
Required Skills & Qualifications - Excellent written and verbal communication skills, including executivelevel professionalism.
- Strong organizational and timemanagement skills; ability to work independently in a fastpaced setting.
- High proficiency in Microsoft Excel (filter/sort, VLOOKUP, pivot tables; macros a plus).
- Ability to analyze and manipulate large datasets, including invoice preparation across formats (Excel, billing portals, etc.).
- Comfortable using and learning multiple systems simultaneously; multimonitor workflow common.
- Strong customer service mindset and problemsolving ability.
- High attention to detail, accuracy, and follow-through.
Preferred Experience - Experience with Oracle EBS or Salesforce Billing (nice to have; not required).
- Previous experience in billing operations, dispute resolution, accounts receivable, or B2B collections.
- Familiarity with enterprise-level billing workflows.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job Tags
Contract work, Remote work,