ERM Analyst - Complaints

About IDR
Founded in 2020, IDR is a global expert network delivering fast, reliable, and cost-effective insights through a vetted pool of experts. With 250+ employees across 8 global offices, IDR operates 24/7 and is trusted by leading brands worldwide.

The Role
We are looking for a proactive and detail-oriented Analyst, Expert Relations Management, to join IDR.
As an ERM Analyst, you will act as a key point of ownership for expert interactions, billing verification, payment resolution, and compliance-related processes. You will work closely with Operations, Client Services, and Finance to ensure experts are paid accurately, on time, and with full transparency – directly contributing to IDR's reputation and operational excellence.
This role offers exposure to global projects and provides an opportunity to build strong cross-functional collaboration skills.

Key Responsibilities
End-to-End Consultation & Payment Ownership
Own the full lifecycle from expert consultation to payment completion.
Proactively track pending payments, exceptions, and delays, ensuring closure within the same month.

Complaints & Query Management
Handle expert queries and complaints promptly, ensuring clear identification, resolution, and documentation.
Prevent repeat issues by identifying root causes and confirming corrective actions before closure.
Maintain high expert satisfaction through timely and professional communication.

Cross-Functional Collaboration
Work closely with Operations, Client Services, and Finance to resolve verification, billing, and payment dependencies.
Participate in regular feedback cycles to reduce friction and improve turnaround times.
Support managers with accurate reporting on backlogs, risks, and recurring issues.

Geographic Coverage
Support operations across multiple geographies, including the AMERICAs, EMEA, and APAC regions.
Address region-specific payment workflows and backlog resolution

Continuous Improvement & Learning
Actively participate in process improvements, SOP updates, and system enhancements.
Complete required training and apply learnings to improve efficiency and expert experience.

Qualifications & Skills Required
Education
Bachelor's degree in business administration, Management Sciences, or a related field.

Experience
0–2 years of relevant experience in operations, support, payments, or stakeholder management roles.

Skills
Strong written and verbal communication skills.
High attention to detail with a strong ownership mindset.
Ability to manage multiple tasks, track issues, and meet deadlines.
Problem-solving mindset with proactive follow-through.
Ability to work independently while collaborating effectively with teams.
Proficiency in Microsoft Office (Excel, Word, PowerPoint).

Preferred
Familiarity with expert networks, consulting platforms, or payment workflows.
Exposure to compliance, data handling, or SOP-driven environments.
Strong stakeholder management and coordination skills.

What We Offer
Work Details
Location: Onsite
Hours: 3:00 PM to 12:00 AM PKT (Monday to Friday)
Office: 18-C Kaghan Road, F-8, Islamabad
Employment Type: Full-time
Compensation & Benefits
Benefits: EOBI contributions as per Pakistan's labor laws.
Leaves: 14 annual leaves, 8 sick leaves, 10 casual leaves.
Additional perks: Medical coverage, paid training, team events, growth opportunities.
Gratuity: Applicable upon completion of two years of continuous service, in line with local labor regulations.


Equal Opportunity & Inclusion
IDR is an equal opportunity employer. We make all employment decisions based on merit, qualifications, and business needs, without discrimination on the basis of race, religion, gender, age, disability, or any other status protected under Pakistani law. We are committed to a fair, inclusive, and respectful workplace for all.