Case Managment Analyst, AR Operations

For over four decades, PAR Technology Corporation (NYSE: PAR) has been a leader in restaurant technology, empowering brands worldwide to create lasting connections with their guests. Our innovative solutions and commitment to excellence provide comprehensive software and hardware that enable seamless experiences and drive growth for over 100,000 restaurants in more than 110 countries. Embracing our "Better Together" ethos, we offer Unified Customer Experience solutions, combining point-of-sale, digital ordering, loyalty and back-office software solutions as well as industry-leading hardware and drive-thru offerings. To learn more, visit partech.com or connect with us on LinkedIn, X (formerly Twitter), Facebook, and Instagram.

Position Description

The Case Management Analyst plays a critical role in managing information exchange between customers, partner teams, and AR colleagues. As the first point of contact for accounts receivable matters, you will ensure efficient intake of information, resolution of initial inquiries, and routing of complex issues. This role sets the foundation for effective AR Collections and positive customer experiences within a collaborative team structure.

Position Location: Jaipur (Shift Timing: 6:00 PM IST to 3:00 AM IST)

Reports To: AR Supervisor

Entrees (Requirements)

• Prior experience in a call center or customer service role, preferably within accounts receivable or finance.
• Familiarity with accounting software or ERP systems (CRM/ticketing systems, Microsoft Dynamics 365 F&O, ServiceCloud Case Management).
• Experience with call center technology and phone systems, such as TalkDesk.
• Strong verbal and written communication skills, with excellent phone etiquette.
• High organizational skills and ability to maintain accurate records.
• Customer-focused, positive, and professional attitude.
• Capable of managing high call/email volumes efficiently.
• Ability to multitask, prioritize, and manage time effectively.
• Strong problem-solving skills and keen attention to detail.
• Adaptability to a fast-paced environment and changing priorities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
  
  

With a Side Of (additional Skills)

• Knowledge of AR Collections processes.
• Familiarity with KPIs such as call volume, handle time, data entry accuracy, and escalation rate.
• Collaborative mindset for interdepartmental coordination.
  
  

Unleash your potential: What you will be doing and owning:

• Call and Email Management: Handle high volumes of calls and emails promptly and professionally.
• Initial Customer Contact: Address accounts receivable inquiries regarding billing, payments, and documentation. Provide accurate and timely information.
• Information Gathering and Data Entry: Collect and verify customer/account data and maintain accurate AR system records.
• Issue Triage and Resolution: Resolve basic inquiries, analyze accounts for next steps, and escalate complex issues appropriately.
• Payment Processing and Support: Process payments, explain billing statements, and provide payment options.
• Interdepartmental Collaboration: Work closely with AR team members and internal stakeholders to resolve discrepancies and ensure seamless customer experiences.
  
  

Key Performance Indicators (KPIs)

• Call volume
• Average handle time
• Customer satisfaction
• Data entry accuracy
• Issue resolution rate at intake
• Escalation rate
• Adherence to schedule and procedures
  
  

Interview Process

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video interview with the Technical Teams (via MS Teams/F2F)
• Interview #3: Video interview with the Hiring Manager (via MS Teams/F2F)
  
  

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact [email protected]. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.