We are currently looking for a Manager, Disputes to join our growing team! In this role, you will be responsible for leading the Disputes team at Brightspeed. You will work closely with our business customer segment and own dispute management for the largest and most sensitive customer accounts. As Manager, Disputes, you will be responsible for meeting company SLA targets and enhancing processes to deliver prompt dispute resolutions. You will assist senior leadership with input, context, prioritization, and execution of activities in support of the organization’s goals. As a Manager, Disputes, your duties and responsibilities will include:Oversee the disputes process and interact with internal Brightspeed departments and customers to resolve disputesEstablish relationships with business partners in sales, onboarding, and finance to drive strategic performance metricsEffectively communicate updates to senior leadership and other key stakeholders on dispute statuses/challenges and strategiesResolve escalated customer issues with key customer contactsProduce weekly and monthly performance measurement reportingComply with company dispute policies and enforce compliance of the teamAccurately forecast monthly dispute reserve requirementsChallenge team on forecast and establish ownership of results at all levels.Prioritize dispute cases to ensure most impactful items have focus.Identify, drive, and manage risk assessment for base of disputes.Respond to internal and external escalations from all departments and all levels.Manage a team’s attendance, workflow, and productivity.Lead the development of requirements and UAT testing for all system enhancements related to disputes activity.Responsible for driving process improvement within the organization and to the impacting departments, including Collections, Accounting, and ITMaintain a professional disputes staff with sufficient knowledge, skills, and experience to meet the responsibilities of the Customer Financial Services department including but not limited to hiring, evaluating, monitoring, terminating, counseling, recognizing and developing personnel
