Dow Jones Customer Service Jobs

Job Description:

The Company

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and newly acquired Investor’s Business Daily. Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

Global Finance Operations

The Global Finance Operations (GFO) team is an organization established within Dow Jones to support the global finance operations of Dow Jones, as well as shared services for NewsCorp HQ and other NewsCorp Companies. GFO provides value by developing and delivering a suite of business solutions and support services that are valued by our internal and external customers. GFO delivers services by leveraging a global delivery model, operational transparency and metrics, industry best practices, and a service-oriented process improvement culture.

The vision of GFO is to continue striving to be a world-class global business services organization driven by the desire for excellence in its people, business solutions, execution and partnerships with internal customers.

The GFO goal is to be a champion in developing a continuous improvement culture that other parts of the organization recognize and seek out for business support. We are developing a performance-based culture supported by tools, training, and well-defined accountability, where people can build their career or prepare for a role in the wider business or elsewhere within GFO. We seek individuals who can enhance our team with their knowledge, skills, innovation, collaboration and “can do” attitude.

Position Overview:

Position Title: Analyst, GFO, Remittance Processing

Locations: Chicopee MA/Remote

Reports to: Sr Manager, GFO, Remittance Processing

Role Overview

This position will be responsible for working as part of the Remittance Processing team. Under minimum supervision, perform specified duties of some diversity related to the department’s activities. Involves some independent judgment and a detailed knowledge of the department and or company policies. Maintains records and prepares reports as needed. Duties may include email, working in many different software applications, report compilation and equipment operation. Must be able to demonstrate the ability to effectively service internal and external customers as defined within the work unit. Must maintain productivity and quality requirements as related to business goals. Must be receptive to constructive feedback, actively seeks coaching, and in conjunction with the manager, establishes and follows through with their development plan. Must be able to work well in a team environment and remotely. Maybe required to support other team functions.

Responsibilities include, but not limited to:

• Open, scan and process payments across all levels of print and digital subscriptions

• Pull reports from multiple systems and manage responses to requests

• Reconcile payments processed daily

• Process Refund Check requests

• Generate and distribute letters to customers

• Work with internal IT groups to improve processes and manage general workflow

• Customer relations: you must be highly focused on delivering against your stakeholder’s requirements, ensuring that the quantity and quality of your work is to a high standard at all times.

• Work with other Finance teams to help with Credit Evaluations/Checks and sending monthly/yearly/quarterly invoices to customers.

• Collaboration: you must have the capacity to build effective relationships at all levels and proactively communicate with other employees, utilizing tact and diplomacy as appropriate.

• Contribute to the success of the collaborative culture of the Dow Jones Finance Department

Qualifications/Requirements

• Must be a highly organized individual with a high degree of attention to detail

• Strong analytical skills to derive insight and action from multiple data sources and tools such as Salesforce.com, SAP S/4HANA and internal databases

• Experience in maintaining records and preparing internal reports

• Ability to recognize problems, collect data, draw valid conclusions and define/suggest resolution

• Proficient with Google Product Suite and MS Office Suite; advanced Excel skill is a must

• Excellent business judgment and the ability to work independently yet know where to/how to get necessary information required to complete tasks; know where to/how to ensure data ties and makes sense

• Strong sense of personal ownership and ability to get things done; exceptional customer service skills dealing with users and stakeholders

• Effective time management; works well under pressure and with tight deadlines and ability to multitask on a daily basis without losing sight of the longer term objectives

• Demonstrates initiative, good written and verbal communication skills as well as a team player

• College Degree preferred

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.

Business Area: FINANCE

Job Category: Finance Group

Req ID: 32171