Analyst, Inquiries & Research
Warner Music Group
Nashville, TNThis was removed by the employer on 9/5/2019 5:30:00 AM PST
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Full Time Job
Analyst, Inquiries & Research
Job Description:
We currently have a fantastic opportunity to join our innovative and highly sought-after Legal team at WMG's Center of Excellence for Shared Services.
A little bit about our team:
The U.S. Shared Services organization is based in WMG's Center of Excellence for Shared Services in Nashville, Tennessee (the ''Center''). The Center consists of five departments: Analysis, Finance, Legal, Licensing, and Reporting. Employees of the Center provide services to all of WMG's U.S. record labels, Warner Chappell Music Publishing, WEA Corp. and Alternative Distribution Alliance (WMG's distribution companies), and WMG's other U.S. business units.
The Legal Department is responsible for enforcing WMG's rights in the recorded music repertoire controlled by its U.S. record labels, managing litigations involving WMG's recorded music catalog rights in conjunction with WMG's corporate litigation in-house counsel, fielding inquiries from third parties, researching WMG's recorded music catalog rights, filing applications to register copyrights in and to WMG's recorded music repertoire, and managing WMG's relationships with the labor unions with which WMG's U.S. record labels have collective bargaining agreements.
Members of the Legal Department work closely with employees in the Business Affairs, Finance, Production, Operations, New Media, and Marketing departments of each label client to fulfill the above-referenced responsibilities for the recordings and record those labels release.
Why this could be your next big break:
The candidate hired to fill this position will be responsible for providing stellar customer service support to third parties by responding to their inquiries in a timely manner, and either routing them to the appropriate internal party for handling, or working to answer their inquiries. The candidate will also support the legal team and other internal teams by performing research in internal royalty systems and generating or locating data and information necessary to address their requests.
Here you'll get to:
• Use Salesforce customer relationship management software to respond to the high volume of third party inquiries received through WMG's Royalty Hotline, a phone number WMG royalty recipients can call if they have questions about their royalty accounts, and through WMG's general royalty email inbox, an email address WMG royalty recipients can email if they have questions about their royalty accounts.
• Conduct research within internal royalty systems, databases and files and work with royalty analysts to respond to basic royalty-related inquiries and implement changes to existing accounts (e.g., address changes, check reissue requests, statement copy requests, payment history reports, statement interpretation questions) in a timely, customer-focused manner.
• Conduct research within internal royalty systems, databases and files and respond with findings to various internal parties (from the legal team or otherwise).
• Use judgment and discretion to:
• Maintain security protocols and protect the company from risk by requesting documentation necessary to verify the identity of external inquirers before responding to their inquiries;
• Route non-royalty-related inquiries to appropriate internal parties for handling; and
• Route legal claims or other sensitive inquiries to appropriate internal parties for handling.
• Use Salesforce customer relationship management software to log and track all communications and milestones pertaining to each inquiry, and generate reports and metrics in connection with the same.
• Work with internal resources to create new case management and customer service efficiencies, including recommending and facilitating workflow and process improvements where appropriate.
• Manage and prioritize workload to meet or exceed established department productivity and quality expectations and to ensure all inquirers receive responses within established timeframes.
• Provide general support to the legal team, such as by setting up new vendors for payment or other administrative tasks.
Rockstar candidates will have the following:
• Experience with the Salesforce online service platform;
• Excellent verbal and written communication skills;
• Exceptional organizational skills;
• Independent problem solving skills;
• Proficiency in Microsoft Excel;
• Understanding of contents and layout of artist and publishing royalty statements;
• Familiarity with the EROS and SAP computer software packages;
• Ability to rapidly adapt to new and evolving platforms and technologies; and
• Team player who is able to multi-task, prioritize and maintain a standard of excellence.
It would be music to our ears if you also had:
• Bachelor's degree or equivalent experience
• 1-3 years of experience working in artist royalties
Copyright © 2019 Warner Music Inc.