Job Description

PURPOSE

The Billing Dispute Specialist is responsible for managing and resolving customer billing disputes and carrier chargebacks within WWEX Group’s Financial Operations Shared Services Center. This role ensures accuracy, timeliness, and compliance in dispute resolution processes, working closely with internal teams and external partners to maintain customer satisfaction and financial integrity.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Review and analyze customer billing disputes and carrier chargebacks for validity and accuracy.
• Research discrepancies using ERP systems and supporting documentation.
• Communicate with internal departments (Sales, Customer Support) to gather information and resolve disputes.
• Maintain accurate and up-to-date dispute logs and records for audit purposes.
• Prepare and submit adjustments or credits in accordance with company policies.
• Respond to customer inquiries regarding dispute status in a timely and professional manner.
• Monitor dispute queues and prioritize cases to meet SLAs and performance targets.
• Assist in testing and providing feedback for dispute management system enhancements.
• Attend monthly meetings with the business unit to review updates and follow-ups.
• Identify recurring issues and recommend process improvements to reduce disputes.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Strong understanding of billing processes and financial operations.
• Familiarity with ERP systems (Salesforce, Oracle, SAP) and billing tools.
• Ability to analyze discrepancies and recommend corrective actions.
• High attention to detail and organizational skills.
• Comfortable working with structured workflows and performance metrics.
• Ability to adapt to new systems and contribute to process improvements.
• Effective communication skills for working across departments and with external stakeholders.

QUALIFICATIONS

• Bachelor’s degree in finance, accounting, or related field preferred.
• Minimum of 1–2 years of experience in billing, disputes, financial operations, transportation or logistics preferred.
• Strong analytical and reconciliation skills.
• Ability to work independently and manage multiple priorities.
• Must maintain confidentiality and a professional corporate image.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Work Environment: Job is performed in a general office environment, on site.

Physical Requirements

NP Not Present

O Occasional (Up to 25% of time)

F Frequent (26%-74% of time)

C Constant (75% or more of time)