Overview

Analyst, North America Client Services – Franklin, 37067, United States of America

The Client Services department is responsible for the quarterly and semi-annual distribution of royalty statements and payments to UMPG clients. Our main objective is to provide best-in-class service to both internal and external parties via the relationship between the Client Services team, our clients, and the greater UMPG Administration team.

Responsibilities within the department include financial analysis, adjustment calculation, payment invoicing, vendor maintenance, support for our online portal, UMPG Window, fielding general inquiries from our clients, as well as ad hoc projects based on department needs. All these tasks serve the department’s main purpose – making sure our writers and contract partners are paid on-time and providing exemplary customer service.
 

The role of Analyst serves to support the department in ensuring quarterly goals and deadlines are met, with an emphasis on providing excellent customer service to our clients.
 

Job Functions:

  • UMPG Window (client portal) account creation & maintenance.

  • Assist in quarterly and semi-annual payment and statement generation, as well as out-of-cycle payment requests.

  • Correct data errors and anomalies, provide research, and answer requests for business and financial information related to works and income from both internal and external customers.

  • Review and deliver vendor maintenance forms submitted by clients, including client outreach to obtain the necessary tax and banking documents for vendor creation.

  • Assist the department with quarterly close-out reviews.

  • Answer queries received via customer service email inbox and phone hotline.

  • Ad hoc projects and responsibilities as required in response to changing business requirements.

Job Requirements:

  • Fast and accurate data-entry with attention to detail and understanding of how that data affects other departments and processes.

  • A self-starter who can identify issues and propose and implement solutions in response to day-to-day challenges within the role.

  • A quick learner who is comfortable numerically with financial and royalty calculations. Someone who feels at home performing research and analysis of client issues and capable of drawing meaningful information and insight.

  • Natural communicator who is comfortable interfacing and collaborating with both external and internal clients.

  • Solid Microsoft Office skills, particularly Excel, with the ability to learn customized systems.

  • Preferred candidate will have experience with task management software, as well as financial systems – SAP preferred.

  • A collaborative team member able to work with the Director, Coordinators and colleagues in the North America and Global Administration teams.

  • Adaptable with the ability to prioritize so that client needs are met consistently.

  • Responds appropriately to direction regarding deadlines, deliverables, key performance indicators and service levels.

  • Ability to escalate issues appropriately in a timely and professional manner.

Experience:

  • 3+ years of experience within the music publishing industry.

Education:

  • Bachelor’s Degree preferred, with a focus on music business management.

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