Role Profile
The Dispute Analyst is responsible for investigating and identifying the root causes of customer complaints, recommending appropriate resolutions, and collaborating with internal departments to ensure timely and effective issue resolution.
This role requires a proactive individual with excellent communication skills, capable of working cross-functionally with departments such as Finance, Accounting, Sales, Customer Support, Legal, and Collections to manage customer accounts accurately and efficiently.
Key Responsibilities
Case Management – Escalated Accounts
- Manage escalated customer accounts within a specific product or division.
- Support cases where standard Accounts Receivable processes have not resolved customer issues.
- Responding to customer inquiries related to disputes and accounting concerns.
- Reconcile customer accounts and resolve disputes in a timely manner.
- Communicate with internal stakeholders regarding collections and account issues.
- Provide customer support via phone and email for dispute-related matters.
Root Cause Analysis & Resolution
- Investigate the underlying causes of customer complaints.
- Recommend and communicate appropriate solutions to resolve issues.
Overdue Account Management
- Monitor and review accounts with aged outstanding balances.
- Coordinate with legal counsel and identify accounts for submission to external collection agencies to recover overdue funds.
Reporting & Documentation
- Provide monthly reports and commentary to Division Leaders.
- Support month-end and year-end closing activities.
- Document collection efforts and maintain accurate records.
- Utilize systems such as NetSuite, Salesforce, and BlueSnap AR Automation for tracking and reporting.
This role plays a vital part in month-end and year-end accounting processes, and, as such, additional evening and weekend work during these periods may be required.
Qualifications
- Bachelor’s degree in finance, accounting, or a related field.
- Minimum of 5 years of relevant experience in a similar role.
- Strong organizational, administrative, and financial skills.
- Proficient in ERP and financial software systems; experience with Salesforce is a plus.
- Advanced proficiency in Microsoft Excel and Word.
- Strong analytical and problem-solving skills; detail-oriented and results-driven.
- Customer-focused with a commitment to delivering high-quality, accurate work.
- Willingness to work overtime as needed.
