Chargeback Analyst

Job Summary

The Chargeback Analyst is responsible for the timely validation of debit and credit memos within Model N, managing all trading partner accounts exceeding $400M+ in annual total in validation and processing. This position will manage day-to-day engagement with chargeback vendor(s) by resolving errors and maintaining regular communication with Wholesaler and Distributors.

Principal Accountabilities

• Adjudication & Validation: Analyze daily chargeback transactions to ensure credits are accurately issued within a 3–5-day window in Model N. Serve as the primary analyst responsible for researching and investigating errors to mitigate systemic issues.
• Multi Channel Revenue Protection: Oversee adjudication and reconciliation of high volume EDI 844 / 844 resubmissions transactions and manual claims across distributor and direct purchase channels.
• Data Integrity Collaboration: Partner closely with the Membership Analyst to resolve customer misalignments and "bad data" trends. Leverage cleansed customer master data to execute flawless financial transactions and identify recurring rejection patterns that require upstream correction. Builds business cases to implement appropriate technologies and platforms.
• Trend Analysis & Reporting: Utilize internal reporting tools (Power BI) to identify and visualize trends associated with claim submissions and dollar impact. Communicate these insights to Account Managers and the Finance team to improve overall account health and profitability.

Scope/Accountability

• Day-to-day maintenance of customer data to ensure accurate chargeback processing.
• Timely resolution of chargeback exceptions.
• Synchronization of GPO/PBG rosters with internal systems.
• Utilization of advanced data analysis techniques to identify data mismatches and ensure that customer accounts are correctly aligned and paid with their contractual tiers.

Key Relationships

• Internal: Finance – chargebacks, invoicing, credit/debit issuance, credit allowance and product returns; Pricing & Contracts – assurance of customer pricing and contractual delivery terms; eCommerce/IT – partner to meet customer growing digital expectations; Sales – work directly with all field partners to address customer needs and enhance the customer experience; Customer Experience – partner to ensure customer strategy is supported.
• External: Customer serves as a reliable point of contact for membership-related inquiries, fostering trust and ensuring a seamless experience that supports contract compliance and customer satisfaction.

Decision Making Ability

• Understand customer issues and respond in a timely manner.
• Understand all aspects of the chargeback and order to cash process.
• Understand the impact of financial data and membership changes on chargeback accuracy, revenue recognition, contract compliance, and overall customer profitability.

Innovation

• Provides unique and efficient solutions to customer problems.
• Identifies improvements for sales/chargeback/order to cash management internally and with customers.
• Develops communication strategies that support varying/changing customer interfaces and needs.

Knowledge, Skills & Competencies

• Previous experience in the pharmaceutical/finance/accounting/regulatory industry or high touch customer service environment preferred.
• Analytical Rigor: Ability to identify "Error Trends" and translate raw data into actionable insights. Strong critical thinking and analytical abilities.
• Financial Stewardship: Foundational understanding of the Gross-to-Net (GTN) impact of chargeback accruals and their role in financial forecasting. Collaborates with Finance and Compliance stakeholders on initiatives to improve adherence to policies and procedures. Responsible for supporting accruals and other finance department needs.
• Excellent written verbal and written communication skills and ability to craft documentation. Strong interpersonal skills via direct communication and indirect via email.
• Able to provide accurate feedback regarding how customers feel about our level of service. Able to admit to mistakes or oversights and work in conjunction with internal partners to resolve problems.
• Able to work across internal cross-functional teams (Finance, Sales and Distribution, Accounts Receivable, IT, Commercial Operations, and senior managers) and represent Customer Operations.
• Proficiency in MS Excel, Business Intelligence reporting (BI) and SAP (6.0 later preferred), EDI and SAP experience preferred.
• Familiarity with Model N, Member Centric, or similar ERP/Contracting systems is preferred but can be trained.

Minimum Requirements

• Bachelor's degree.
• 0-3 years of experience in commercial operations, data entry, finance or contract administration.
• Proven ability to manage high volumes of data with a high degree of accuracy.
• Experience and ability to act in a complex and rapidly changing business environment.

Expected Base Salary Range

The expected base salary range for this position at hiring is $69,000 – $87,000. Please note this salary range reflects the minimum and maximum base pay that CSL expects to pay for this position at the listed location as of the time of this posting. Individual base salary for a successful candidate is determined by qualifications, skill level, experience, competencies and other relevant factors. In addition to base salary, total compensation for this role may also include incentive compensation.