Dispute Analyst

Job Title

Dispute Analyst

Department

Credit & Accounts Receivable (AR)

Reports To

Credit Team Lead

The Dispute Analyst is responsible for managing, investigating, and resolving customer payment disputes and deductions. This role works closely with Credit, Customer Service (CSR), Sales, Accounts Receivable, Tax, and other internal stakeholders to identify root causes, facilitate resolutions, and reduce recurring disputes. The analyst ensures accurate dispute coding, maintains detailed documentation, and drives timely closure of open cases while supporting working capital and cash collection objectives.

Key Responsibilities

Dispute Investigation & Resolution

Review and investigate customer deductions, short payments, overpayments, and disputed invoices.

Analyze dispute documentation, remittance information, payment history, and customer communications.

Determine root cause and assign or update appropriate dispute classifications and reason codes.

Manage disputes from case creation through final resolution and closure.

Stakeholder Management

Coordinate with Customer Service, Sales, Credit, AR, Tax, Rebate, Logistics, and other business functions to obtain information and drive resolution.

Conduct periodic reviews and escalation meetings for aged or high-value disputes.

Communicate dispute status and action requirements to relevant stakeholders.

Financial & System Activities

Generate and process adjustments related to pricing, freight, logistics, and customer deductions as authorized.

Maintain dispute records and support documentation in ERP systems (SAP/Dispute Management tools).

Ensure compliance with company policies, controls, and approval authorities.

Root Cause Analysis & Continuous Improvement

Identify recurring dispute trends and recommend corrective actions.

Perform customer account reconciliations and dispute portfolio reviews.

Support process improvement initiatives aimed at reducing dispute volume and aging.

Develop and maintain process documentation and knowledge-sharing materials.

Reporting & Performance Monitoring

Monitor dispute aging, backlog, and resolution metrics.

Provide regular reporting and dashboards on dispute performance.

Support leadership reviews with trend analysis and risk identification.

Required Qualifications

Bachelor’s degree in finance, Accounting, Commerce, Business Administration, or related field.

Experience

Preferred 2-5 years of relevant experience in Dispute Management

Experience working in a shared services or global operations environment preferred.

Technical Skills

SAP (FI-AR, FSCM, Dispute Management) or equivalent ERP system.

Advanced Microsoft Excel skills.

Experience with Power BI or reporting tools is preferred.

Key Competencies

Analytical and problem-solving skills

Customer dispute resolution expertise

Stakeholder management and influencing skills

Process improvement mindset

Effective verbal and written communication

Time management and prioritization

Dispute Closure Rate

Reduction in Recurring Disputes

SLA Compliance

Accuracy of Dispute Coding

Knowledge of dispute reason codes, customer deductions, rebates, freight claims, pricing discrepancies, tax disputes, and invoice reconciliation.

Experience collaborating with Sales, Customer Service, Cash Application, and Credit teams in a global environment.