DISPUTES SPECIALIST

About the role

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose

Sitting within the collections department, the Disputes Specialist manages the identification, investigation, and resolution of invoice disputes. This role serves as a key operational liaison between collections and broader cross-functional teams, focusing on accelerating cash flow by removing payment bottlenecks, minimizing uncollectible balances, and conducting detailed root-cause analysis to prevent recurring billing issues.

Key Responsibilities

• 15% - Complex Case Resolution - Directly manage and resolve high-value, complex, or sensitive payment disputes, drafting formal credit/debit adjustments and coordinating commercial settlements.
• 20% - Cross-Functional POD Collaboration - Partner actively within dedicated cross-functional PODs - comprising Sales, Customer Service, Billing, Logistics, and Pricing - to rapidly investigate pricing errors, shipping discrepancies, or contract compliance issues.
• 40% - Dispute Execution & Resolution - Apply deduction codes and adhere to strict Service Level Agreements (SLAs) to efficiently investigate and resolve customer disputes.
• 10% - Metrics & Tracking - Monitor and report on core performance metrics, including Days Disputes Outstanding (DDO), dispute aging brackets, and root-cause distribution to ensure portfolio health.
• 15% - Root-Cause Analysis - Analyze dispute and deduction trends to identify systemic organizational issues, providing data and insights to help eliminate the root causes of recurring billing errors.

Direct Manager/Direct Reports

• This Position typically reports to the Manager or above
• This Position has 0 direct reports

Travel Requirements

• Typically requires overnight travel less than 5% of the time.

Physical Requirements

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications

• Must be 18 years of age or older
• Must be legally permitted to work in the United States

Preferred Qualifications

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
• 2+ years of experience in B2B collections, Accounts Receivable, or a related finance role. (Construction or Trade industry experience is a strong plus).
• Strong negotiation skills with the ability to remain professional under pressure. Ability to distinguish between a customer with a temporary cash-flow issue vs. a bad debt risk.
• Demonstrated ability to collaborate and work effectively with cross-functional teams.
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers.
• Excellent written and verbal communication skills.
• Familiarity with fair debt collection practices and a general understanding of lien rights/bond claim laws is preferred, but not required (will train).
• Proficiency in Microsoft Excel, Microsoft Office Suite, Power BI and experience with AR/Credit Systems (i.e., Bectran)

Minimum Education

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education

Minimum Years of Work Experience

• 2

Preferred Years of Work Experience

• No additional experience

Minimum Leadership Experience

• None

Preferred Leadership Experience

• None

Certifications

• None

Competencies

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results
• Manages Conflict