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At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Payment Solutions Analyst (Disputes & Case Management)

Department & Team: Receivables Management / Payment Solutions
Reports to: Senior Manager, Payment Solutions
Location: Hungary

Job Summary

The Payment Solutions Analyst is responsible for managing customer payment-related disputes, case management activities, and purchase order (PO) resolution efforts to support timely cash collection and improve working capital performance. The role acts as a key liaison between customers, Collections, Sales, Billing, Customer Care, and internal resolver groups to ensure efficient resolution of disputes and payment blockers.

The analyst will own the end-to-end management of customer cases within the ESR (Enterprise Service Request) and case management environment, driving accountability across stakeholders to resolve issues impacting invoice payment and cash flow. This role requires strong analytical, communication, and stakeholder management skills, with a focus on dispute resolution, PO compliance, and continuous process improvement within the Order-to-Cash (O2C) process.

Key Responsibilities

Case & Dispute Management

• Manage customer payment-related disputes, billing inquiries, payment delays, and purchase order (PO) related issues that impact timely collections and cash flow.
• Support collectors by investigating and resolving disputes, providing status updates, and driving issue resolution to accelerate cash collection.
• Utilize the Enterprise Service Request (ESR) platform to manage escalations, service requests, and exception cases requiring cross-functional resolution.
• Ensure accurate documentation of dispute investigations, customer communications, ESR cases, and resolution outcomes.
• Monitor aging disputes and open requests, escalating critical issues as needed to support working capital and DSO improvement objectives.
• Identify recurring payment issues and recommend process improvements to enhance customer experience and operational efficiency.

Purchase Order (PO) Management & Cash Flow Support

• Proactively engage customers and cross-functional teams to resolve missing, expired, incomplete, or inaccurate purchase orders (POs) that may delay invoice processing and payment.
• Investigate PO-related discrepancies, validate customer procurement requirements, and coordinate corrective actions with Sales, Billing, and Operations teams to remove payment blockers.
• Drive timely resolution of PO issues through effective stakeholder management and follow-up, reducing aged receivables, supporting cash collection efforts, and improving overall cash flow performance.
• Coordinate with Sales, Customer Success, and Operations teams to resolve PO-related issues and ensure invoice compliance with customer requirements.
• Monitor PO-related payment blockers and drive timely resolution to accelerate collections and reduce aged receivables.
• Support initiatives focused on improving invoice acceptance rates, reducing payment delays, and enhancing cash flow performance.

Cross-Functional Collaboration

• Partner closely with Collections, Accounts Receivable, Billing, Finance, Sales, Customer Care, and Operations teams to resolve disputes and remove barriers to payment.
• Support collectors by providing dispute status updates, resolution timelines, and customer communication required to advance collections activities.
• Collaborate with global teams and business partners to ensure consistent dispute management practices and customer experience.

Performance & Continuous Improvement

• Monitor dispute aging, case volumes, resolution effectiveness, and recurring issues.
• Identify trends impacting collections performance and recommend process improvements to reduce dispute volumes and improve first-time resolution rates.
• Contribute to operational excellence initiatives aimed at improving customer experience, dispute resolution efficiency, and working capital outcomes.
• Support reporting and analysis related to disputes, case management performance, and cash flow metrics.

Qualifications

Required Qualifications

• Bachelor's degree in Business Administration, Finance, Accounting, Economics, or a related field.
• Minimum 5 years of experience in Accounts Receivable, Order-to-Cash (O2C), Collections, Dispute Management, Cash Application, or Customer Financial Services.
• Strong experience managing customer disputes, payment inquiries, and issue resolution activities that support cash collection and working capital objectives.
• Experience collaborating with cross-functional teams to resolve billing discrepancies, payment delays, and purchase order-related issues.
• Familiarity with case management tools and workflows, including Enterprise Service Request (ESR), ServiceNow, Salesforce, or similar platforms.
• Strong analytical, communication, and stakeholder management skills.
• Excellent verbal and written English communication skills.
• Strong stakeholder management skills with the ability to influence cross-functional teams and customers.

Preferred Qualifications

• Experience working in a multinational Shared Services Center (SSC) or Global Business Services (GBS) environment.
• Knowledge of working capital management, DSO reduction initiatives, and cash flow optimization.
• Familiarity with ESR (Enterprise Service Request) processes and service management frameworks.
• Additional European language skills would be an advantage specifically Spanish

Key Competencies

• Customer-focused mindset
• Dispute resolution and negotiation skills
• Strong attention to detail
• Ability to manage multiple priorities and deadlines
• Collaboration and stakeholder management
• Continuous improvement mindset
• Results-oriented with focus on cash flow and working capital improvement

What We Offer

• Competitive salary and benefits package.
• Career growth opportunities within a global organization.
• Exposure to international stakeholders and processes.
• Collaborative and inclusive work environment.
• Hybrid working opportunities and professional development programs.

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Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.

• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

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About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

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Please note that recruiters will never ask for sensitive personal or financial information during the application phase.