Customer Disputes Specialist

The Customer Disputes Specialist is responsible for overseeing wholesale and/or enterprise accounts, including the approval of credit terms, collection efforts, dispute resolution, and general billing support. This role ensures the timely and efficient handling of customer disputes while maintaining a positive customer experience. The specialist will investigate claims, analyze transactions, and collaborate with internal teams and corporate customers to resolve issues. The ideal candidate has strong problem-solving skills, excellent communication abilities, and experience in dispute resolution, fraud prevention, or customer service. Additionally, this position maintains oversight of all wholesale and or enterprise accounts receivable balances, delegating tasks as necessary to ensure efficiency.

Essential Duties & Responsibilities:

• Review and approve customer credit terms while minimizing delinquent accounts receivable (AR).
• Investigate and resolve customer disputes related to transactions, billing errors, chargebacks, and contract concerns.
• Analyze and review customer accounts, reconciling records to identify unpaid charges or missing payments.
• Maintain accurate records of disputes, resolutions, and escalations in company systems.
• Report on wholesale AR to management and estimate bad debt reserves in compliance with accounting policies.
• Administer late fees, payment plans, and service disconnections for non-compliance with contract terms.
• Accommodate special invoicing requirements for customers and correct invoice errors related to charges, delivery, and payment applications.
• Communicate professionally with customers, vendors, and financial institutions to facilitate dispute resolutions.
• Identify trends in disputes and recommend process improvements to enhance efficiency and prevent recurring issues.
• Collaborate with customer service, fraud prevention, risk management, and other internal departments to resolve errors and maintain streamlined procedures.
• Ensure compliance with company policies, industry regulations, and legal requirements while protecting company interests.
• Provide exceptional customer support by addressing concerns with professionalism and empathy.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/ or Experience:

• High school diploma or equivalent. Associate or bachelor's degree preferred.
• Previous experience in dispute resolution, customer service, fraud prevention, or a related field.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to handle sensitive customer concerns with professionalism and discretion.
• Familiarity with dispute resolution processes, including chargebacks and regulatory guidelines (e.g., Fair Credit Billing Act).
• Proficiency in customer relationship management (CRM) software and Microsoft Office Suite.
• Ability to work independently and collaboratively in a fast-paced environment.

Physical Demands:

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sitting, standing, and walking.
• Lifting of objects up to 10 pounds, bending, and stooping.
• Hours involving overtime and weekends as necessary.
• Keyboarding, typing.
• Ability to read effectively from a computer screen, sampling device and/or a paper copy.

Working Conditions:

• Ability to work multiple tasks in a stressful environment while maintaining a positive and pleasant manner with others.
• Ability to handle a large volume of work and perform multiple tasks in a fast-paced field office environment.
• Ability to travel up to 10%.
• Ability to work flexible hours including evenings, holidays, and weekends.

Uniti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.