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Solventum · 1 day ago

Customer Issue Resolution Analyst

United States

Full-time

Remote

Mid, Senior Level

$78K/yr - $101K/yr

2+ years exp

Solventum is a new healthcare company focused on innovative solutions that improve lives and support healthcare professionals. The Customer Issue Resolution Analyst plays a critical role in managing complex payment issues and optimizing accounts receivable performance through customer-centric solutions and cross-functional collaboration.

Medical Device

No H1B

Responsibilities

Lead end-to-end CIR management for a portfolio of accounts with complex billing, reconciliation, or systemic issues

Optimize AR performance through focused, data-driven initiatives that meet or exceed operational and financial targets

Own the resolution of escalated, high-complexity cases, partnering with customers and internal teams to deliver timely solutions

Drive proactive root cause analysis and implement sustainable improvements to prevent recurring issues

Act as a super user within CIR and mentor team members

Serve as an escalation point for peers in managing particularly complex cases or customer interactions

Deliver first-class customer service through professional, empathetic communication across phone, email, and virtual meetings

Build strong relationships with customer contacts, understanding unique account needs and customizing approaches accordingly

Partner with cross-functional teams—including Sales, Customer Service, and Credit Risk—to resolve root causes and drive continuous improvement

Lead or contribute to cross-departmental projects aimed at reducing AR aging, resolving systemic pain points, and improving customer satisfaction

Collaborate with internal stakeholders to design and implement scalable solutions for ongoing account challenges

Utilize advanced reporting tools (SAP, Salesforce, Excel, Power BI) to analyze customer payment trends and identify risks and opportunities

Document all case activity, resolution steps, and learnings with precision and clarity

Monitor performance against KPIs and recommend strategies for ongoing performance improvement

Qualification

FinanceAccounts ReceivableCustomer ServiceSAPSalesforceExcelPower BIDispute ManagementProcess ImprovementLean SigmaSoft Skills

Required

Bachelor's degree or higher AND minimum three (2) two years of combined experience in Finance, Accounting, customer service, accounts receivable, accounts payable, or direct experience in a customer service role in a private, public, government or military environment

High School Diploma/GED AND minimum Seven (7+) years of combined experience in Finance, Account, customer service, accounts receivable, accounts payable, or a direct experience in a customer service role in a private, public, government or military environment