The Dispute Resolution Analyst handles customer inquiries, resolves disputes, and supports Collections Analysts by managing escalations and complex cases.

What you will do

• Answer and manage incoming calls, handling 800-line inquiries and assisting customers efficiently.
• Resolve customer inquiries and disputes, providing timely resolutions while following company guidelines.
• Escalate complex cases when necessary to ensure proper resolution.
• Provide documentation support, including invoice copies, statements, and supporting documents.
• Use the Service Now platform to manage inquiries and disputes, ensuring compliance with SLAs.
• Follow up on disputes with internal and external customers to ensure timely resolution.
• Collaborate with internal teams such as Sales and Customer Service to streamline dispute resolution.
• Monitor and report disputes, running reports and maintaining accurate records to track progress.

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
• 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