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.

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 fassion.
• 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.