Dispute Analyst

Work Flexibility: Hybrid or Onsite

The Dispute Resolution Analyst is responsible for managing incoming calls and customer service inquiries from internal and external customers, serving as an escalation point for complex collections scenarios, and is responsible for timely resolving internal and external disputes, addressing inquiries from the Collections Analysts, and serving as an escalation point for complex collections scenarios

What you will do

• Answering and managing incoming calls, handling 800-line inquiries, and providing appropriate responses.

• Providing customer support and resolution by quickly and effectively addressing questions, concerns, and complaints while maintaining professionalism.

• Escalating issues when necessary by identifying and forwarding complex cases to the appropriate department for resolution.

• Managing disputes and inquiries received through the Service Now platform, ensuring compliance with SLA guidelines and conducting timely follow-ups.

• Providing documentation and support, including invoice copies, statements, and supporting documents like POs, PODs, and Bills of Lading.

• Maintaining organized records to support dispute resolution and facilitate audits.

• Collaborating with internal teams such as Sales and Customer Service to resolve disputes efficiently.

• Ensuring compliance and service quality by following company guidelines, maintaining high service standards, and managing customer master data elements accurately.

  What you need

• Technical degree or at least 2 years of university studies, preferably in Business Administration, Accounting, Finance or related field

• Intermediate to advanced MS Office Suite

• Excel Intermediate

• Fluent spoken and written English – B2+ as minimum requirement, C1 desired

• Experience on collections-related ERP systems (SAP, Oracle, or others)

• 2 – 3 years of relevant experience in a Collections or Dispute Resolution or Trouble Shooting role (AP or AR)

• 1– 2  years of overall experience in Shared Services environment or multinational companies

Travel Percentage: None