• Job Description

  Req#: J0099520

  At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

  We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

  Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

  ob Summary

  Iron Mountain is seeking a detail-oriented and analytical Billing Query & Rate Amendment Specialist to join our centralized billing operations. In this role, you will be the primary point of resolution for invoice-related customer queries, responsible for investigating discrepancies, performing rate amendments, and processing complex credit/rebill adjustments.

  This is a fast-paced, process-driven position that requires a high degree of "financial detective work." You will utilize systems like Safekeeper Plus and CRM platforms to validate charges, correct billing errors, and ensure that our customers are invoiced accurately according to their contractual agreements. Success in this role requires a blend of technical data proficiency and empathetic customer communication.

  What You’ll Do

  Invoice Query & Dispute Resolution

  • Investigative Analysis: Deep-dive into billed invoices to validate charges, identify root causes of discrepancies, and provide clear, documented findings to customers and internal stakeholders.

  • End-to-End Ownership: Manage the full lifecycle of a billing query—from initial investigation through cross-functional collaboration to final resolution—ensuring adherence to strict Service Level Agreements (SLAs).

  Rate Amendments & System Integrity

  • Contractual Alignment: Review and validate requests for rate changes against supporting documentation and contractual agreements.

  • System Updates: Accurately update revised rates within Safekeeper Plus and other core databases, ensuring 100% compliance with internal audit requirements and pricing policies.

  Credit & Rebill Adjustments

  • Financial Correction: Identify billing errors requiring adjustment, then prepare and submit comprehensive credit and rebill forms for processing.

  • Workflow Coordination: Partner with downstream billing teams to ensure adjustments are processed timely and validate the final output for completeness and accuracy.

  Process Improvement & Collaboration

  • Proactive Follow-up: Maintain a rigorous follow-up schedule on pending cases to drive faster turnaround times (TAT).

  • Continuous Improvement: Identify recurring billing issues or bottlenecks and propose systemic solutions to enhance the customer experience and operational efficiency.

  What You’ll Bring

  Experience & Technical Skills

  • Professional Background: Proven experience in customer service, billing operations, or invoice management. Familiarity with email-based query management is essential.

  • System Mastery: Proficiency in Microsoft Excel (Basic to Intermediate mandatory), Outlook, and CRM tools. Experience with Safekeeper Plus is highly preferred.

  • Data Excellence: High accuracy in data entry and strong keyboarding skills, with the ability to interpret complex billing data and customer communications.

  Analytical & Behavioral Competencies

  • Analytical Rigor: Strong attention to detail with the ability to investigate root causes rather than just symptoms of billing errors.

  • Communication: Exceptional verbal and written communication skills; ability to convey complex financial corrections in simple, professional terms.

  • Resilience & Agility: A high-energy "owner" who thrives in a fast-paced environment, handles ambiguity effectively, and adapts quickly to process changes.

  • Customer-Centricity: A service-oriented mindset with the empathy needed to handle sensitive financial disputes.

  Key Behaviours & Success Measures

  • Execution Excellence: Ensuring all transactions meet 100% quality standards and are completed within defined turnaround timelines.

  • Integrity & Accountability: Demonstrating a high level of ownership for each case, driving issues to a satisfactory resolution for both the customer and the business.

  • Success Metric - SLA Compliance: Timely resolution of invoice queries and rate amendment requests.

  • Success Metric - Accuracy: Zero-error rate in processed credits, rebills, and system rate updates.

  Category: Customer Support

• About the company

  Iron Mountain Incorporated (NYSE: IRM) is the global leader for storage and information management services. Trusted by more than 220,000 organizations around the world, Iron Mountain boasts a real estate network of more than 80 million square feet across more than 1,350 facilities in 45 countries dedicated to protecting and preserving what matters most for its customers.

Notice