Main purpose of the Role:

Responsible for Reviewing & Analyze disputes within established KPIs. Ensuring Disputes are handled according to the UIIA’s and FMC regulations; resolving escalated matters involving all customer and trucker communications. Act as Liaison between various departments and Dispute team to facilitate timely resolution.

Major areas of Responsibility:

Drive efficiency – produce timely dispute resolutions.

Promote system’s improvements.

Document all dispute activity and research efforts into the specified database.

Analyze data and trends analysis, in order to identify process improvements.

Main Tasks:

• Review and Analyze Customer disputes to validate and recommend solutions to clear all service failures and other issues that may prevent prompt payment from being received and applied.
• Ensure required documentation is received to validate dispute case.
• Ensuring the disputes are closed in the specified database properly and within set KPIs.
• Analyze data and trends analysis, in order to identify process improvements.
• Clearly document all work in concise and orderly fashion.
• Communicate with the District, Sales, Logistics Customer Service, Contract Management and Finance Management as needed to escalate action on accounts.
• To act as liaison between the various internal departments.
• Ensure required information is received for the dispute.
• To inform management of repeat service failures (Example: no response from location or same dispute type reoccurring).
• Ensure payment related disputes and adjustments reviewed to determine the accuracy of the application.
• Timely inform the area inquiring on behalf of the account holder of the outcome.
• Escalate unresolved issues to management timely.
• Ensuring all disputes are addressed and followed up on daily.
• Ensuring the disputes are closed out properly.
• The Weekly KPI Reports and other reports as needed by management.
• Repeat service failures (Example: no response at location).
• Determination reason for reoccurring dispute patterns by customer or charge.
• Provide determinations to area inquiring on behalf of the account holder.
• Ensure the account holder has provided all details for related to the disputed invoices.

• Minimum of three years of collections or dispute /AR/industry and/or related experience
• Knowledge of SAP/AgenTeam and NWBC is preferred.
• Working knowledge of Microsoft Office programs, Excel to include pivot tables, V-Lookup. Word, Power Point and Outlook.
• Strong knowledge of commercial collections or dispute experience.