Reporting to the Manger, Disputes, the Disputes Analyst is responsible for investigating, resolving, and tracking complex customer billing disputes while delivering high-quality customer service. The role works closely with internal teams, account management, and customers to provide timely, accurate, and effective resolutions.As a Disputes Analyst, you will play a key role in maintaining customer trust and protecting company revenue by ensuring that all billing disputes are handled efficiently, accurately, and in compliance with policies and procedures. Your work will directly contribute to improving the customers’ experience, supporting collections performance, and identifying process improvements to reduce recurring disputes.As a Disputes Analyst, your duties and responsibilities will include:Research and resolve complex customer billing disputes in line with department policies and proceduresReview and validate customer documentation to support claimsCollaborate with internal departments to gather information and confirm dispute accuracyPartner with the collections team to identify dispute-related trends that may impact payments and collectionsParticipate in team meetings and customer/account management discussionsIdentify and report trends in dispute types to account managementIssue credits (when approved) and communicate dispute resolutions to customersProvide timely updates and acknowledgements to customers regarding dispute statusReview customer contracts, as needed, to support resolutionInput and manage disputes in the ticketing system, ensuring proper tracking and closureFollow up with internal departments on pending dispute resolutionsPerform additional tasks and responsibilities as assigned by management
