Account Services Associate - Disputes

White Cap

2d•Hybrid

About The Position

A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities. The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment. Responsible for supporting daily account operations by maintaining accurate information across internal systems, ensuring all documentation is complete, and delivering reliable service to both internal teams and external customers. Function as a centralized operational support resource, performing tasks across multiple account service disciplines as assigned. Core responsibilities include account maintenance, customer support, and issue resolution, with additional duties in new account setup, lien rights processes/preliminary notices, and dispute management as needed.

Requirements

HS Diploma or GED strongly preferred.
Specialized skills training/certification may be required.
Generally 2-5 years of experience in area of responsibility.

Nice To Haves

The principal responsibilities of this role are focused on resolving disputed invoices.
1-3 years of experience in customer service with a focus on resolving escalated or complex account issues.
Experience investigating, analyzing, and resolving customer account discrepancies and billing disputes.
Experience identifying root causes, implementing corrective actions, and preventing recurring issues.
Strong researching skills.
Computer savvy with business software, i.e., Microsoft Word, Excel, and Outlook.
Familiarity with ERP systems such as Oracle, getpaid, or Billtrust is nice to have.
Attention to detail.
Critical thinking.
Team player.

Responsibilities

Maintains accurate and up‑to‑date information across internal systems and document repositories to support both current and future account review needs.
Provides responsive customer and account support to internal teams and external clients via phone, email, and hotline channels in alignment with established service‑level expectations.
Researches and verifies customer account details—including balances, project information, and addresses—to ensure accuracy and consistency across all platforms.
Resolves customer inquiries related to payment discrepancies, disputed invoices, tax‑exempt documentation, and other account‑related issues while delivering a high level of service and professionalism.
Reviews credit applications, analyzes commercial and personal credit reporting, conducts online research, screens for potential fraud, collaborates with internal and external customers as needed, and verifies state‑specific requirements such as business registration and mechanic’s lien laws.
Determines the applicant’s creditworthiness based on all collected data and sets up an account structure that meets customer purchasing needs while aligning with White Cap’s risk appetite.
Creates credit accounts requiring unique time‑based restrictions or specialized system settings (e.g., crossover accounts, DPO terms, jobsite billing configurations).
Researches general contractors, project owners, and surety/bond information to ensure eligible projects can be secured through preliminary notices in accordance with state law requirements; enters job information into designated third‑party platforms.
Prepares and distributes monthly reports to Collections and Sales teams, providing information related to lien rights for projects requiring notices or liens.
Investigates unsecured projects, updates incorrect or incomplete job information, and ensures accuracy to maintain and secure lien rights.
Files liens and processes manual preliminary notice requests that fall outside the standard cycle.
Processes lien waiver requests from external customers accurately and within established service level expectations.
Completes waiver submissions through third-party vendor platforms or Adobe-based workflows.
Processes customer payments when required to facilitate timely waiver completion
Collaborates with the Credit team, branch personnel, and customers using appropriate communication channels to resolve disputed invoices, serving as the primary point of contact for an assigned region.
Research short or overpayments to identify the appropriate department for resolution, as needed.
Research activities include reviewing payment documentation, contacting customers, and partnering with the Accounts Receivable Research team.