Appeal Resolution Supervisor jobs in Norfolk, VA

Main Purpose of the Role:

The Resolution & Dispute Analytics Manager’s main purpose to manage the resolution team and optimize the process of resolving issues related to billing to truckers and customers. It involves identifying, tracking, researching, and communicating with customers to resolve disputes and documenting the resolution.

Major Areas of Responsibility:

• Manage a team of dispute resolution specialists that handles dispute intake and dispute resolution processes.
• Monitor team performance and drive process efficiency, ensuring that we can efficiently and effectively address business disputes, regulatory and industry updates.
• Collaborate closely with multiple teams, including Collection, Logistic, Operation, Legal ,Sales and IT to continually improve our systems, tools, and processes.

Main Tasks:

• Manage a team of dispute resolution specialists that handles dispute intake and dispute resolution processes.
• To streamline the resolution process and act as liaison between the various internal departments and external parties.
• Ensure compliance in dispute submission and resolution according to company’s procedures and within company’s SLA .
• Analyze and present Disputes root cause and propose agenda to prevent disputes.
• Weekly KPI Reports on resolution team performance and dispute types, root cause and other reports as needed by management.
• Partner with Collection, Logistic, Operation, Legal ,Sales and IT to address repeated disputes , mitigate company’s exposures and risk .
• Ensure the dispute resolution specialist perform according to the dispute procedure and according to finance management guidelines

• BA degree in one of the following subjects: Finance, management, accounting or supply chain.
• At least seven years of firsthand experience with the dispute management process at Supply chain roles.
• At least four years of experience managing teams.
• A thorough understanding of the Carrier dispute management rules, regulations, and recommended response data and a thorough understanding of dispute resolution root cause.
• Experience escalating disputes cases, risk to management.
• Experience working with interna legal counselor and external advisors.
• Outstanding communication skills and ability to influence priorities.
• Experience partnering closely with Sales, logistic and operational teams.
• Dexterity and appetite to manage a high-performing team while working closely with operational teams to mitigate new disputes.
• Ability to think strategically and analytically about complex business scenarios and technical challenges and overcoming technical challenges.