Assistant Manager, Disputes

Title - Assistant Manager, Disputes

Position Summary:

The Assistant Manager, Disputes is responsible for overseeing the efficient, accurate, and customer-centric resolution of billing disputes and account inquiries. This position manages dispute operations using Zendesk and internal finance systems, ensuring adherence to service level agreements (SLAs), driving process improvements, and fostering strong relationships with both internal and external stakeholders. The role also ensures compliance with audit and control standards.

Job Duties:

• Supervise the monitoring, triage, and resolution of Zendesk tickets related to billing disputes, payment discrepancies, and account questions.
• Guarantee accurate categorization, prioritization, and timely escalation of cases, maintaining SLA compliance.
• Lead the investigation and resolution of complex billing disputes, collaborating with cross-functional teams as needed.
• Ensure comprehensive documentation and maintain audit-ready records of dispute resolutions.
• Act as the primary escalation point for all dispute-related inquiries, engaging the Manager when needed.
• Oversee team performance, balance workloads, and provide coaching and training to team members.
• Promote and drive continuous process improvements aimed at reducing dispute volume and enhancing customer satisfaction.
• Oversee weekly dispute reporting, analytics, and provide management with actionable insights.
• Ensure strict adherence to audit, policy, and regulatory compliance requirements.
• Able to Identify process gaps and recommend internal controls.

Education, Experience and Skills:

Required Education and Experience 

• Minimum five (5) years of experience in Accounts Receivable, Billing, and/or Dispute Management.
• Demonstrated experience in managing teams and meeting SLAs

Required Skills and Attributes:

• Exceptional analytical and problem-solving abilities.
• Outstanding written and verbal communication skills.
• Proficient in stakeholder management and conflict resolution.
• Strong leadership and team performance management skills.
• Keen attention to detail with a strong control mindset
• Ability to exercise discretion and make independent judgments on matters of significance
• Demonstrated professional integrity
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs
• Ability to work well in a fast-paced environment
• Ability to work independently, multi-task and prioritize effectively
• Ability to establish and maintain effective working relationships with colleagues and clients
• Highly motivated and goal oriented; proactive in one’s own education and career progression
• Volunteers for and shows initiative on both internal and external projects and tasks
• Dedicated to upholding ACA’s high-quality standards and customer service focus
• Strong organizational and problem-solving skills with attention to detail
• Strong oral and written communication skills
• Proficient with Microsoft Office applications, Adobe Acrobat, and the Internet

Supervisory Duties Summary:

Supervise, train, evaluate, oversee, and provide feedback to supervisees

ACA Equal Opportunity Employer Statement:

ACA is an equal opportunity employer. We conduct our business without regard to race, color, religion, sex, age, national origin, pregnancy, reproductive health decision making, familial status, marital status, sexual orientation, gender identity, disability, veteran status, citizenship, ancestry, genetic information, or any other characteristics prohibited by law.