We’re Hiring: Refund Analyst!

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We are currently on the lookout for a Refund Analyst to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Refund Analyst

Work Arrangement: Work from Office

Location: Philippines - Ortigas

Schedule: Night Shift

Work-From-Office is a setup based in Ortigas.

Refund management is a critical aspect of a business's operational framework, focusing on the process of handling and processing customer refunds. This is the process of overseeing and facilitating the return of funds to customers who request reimbursement for products or services they are dissatisfied with or unable to use. It involves establishing policies, procedures, and systems to efficiently handle refund requests and maintain customer satisfaction. This position will be reporting to VP of Controller. The IDR Refund Analyst is responsible for the daily reconciliation and processing of refunds related to Independent Dispute Resolution Entities (IDREs). The analyst will work closely with internal teams and external platforms to maintain financial accuracy and operational efficiency across all 13 IDREs.

Key Responsibilities:

• Develops and organizes reports into a format that can easily be evaluated by Leadership
• Perform daily reconciliation of outstanding refunds across all 13 IDREs to ensure timely and accurate identification of overpayments.
• Analyze payer remittances and IDR settlement data to validate refund eligibility.
• Process refund transactions accurately and in compliance with internal controls, payer contracts, and regulatory requirements.
• Coordinate with Refund team keads and Accounting to resolve discrepancies and ensure proper posting and documentation.
• Maintain organized and up-to-date records of all refund activities for audit readiness.
• Identify and escalate any discrepancies or issues requiring further investigation.
• Assist in month-end reporting and support internal audits related to IDR refund activities.
• Collaborate with internal stakeholders to ensure smooth resolution of open refund items.
• Strong organizational, analytical, and problem-solving skills
• Knowledge of the Arbitration Process
• Proactively assess and implement improvements to the refund handling process
• Professionalism in all dealings, both internal and external customers
• Ability to clearly communicate, both verbally and in writing
• Other duties as assigned

Qualification and requirements:

· College degree or equivalent work experience required

· Minimum of 1 year refund experience

· IDR experience preferred

Skills/Specialized Knowledge

· Strong organizational analytical and problem solving skills

· Knowledge of Refunds processing and collections

· Knowledge of independent dispute resolution process

· Ability to clearly communicate both verbally and in writing

· Proficiency in Microsoft Excel and comfort with data analysis and reconciliation tools.

· Knowledge of laws that regulates communication and privacy act.

Other Requirements

· Must maintain professional appearance

· Ability to be at work at regular and consistent times

Non-negotiable skills & requirements:

· College degree or equivalent work experience required

· Minimum of 1 year refund experience

· IDR experience preferred

· Strict compliance with the WFO arrangement

· Excel proficient