Billing Dispute Specialist

Concora Credit Inc.•Akron, OH

2d•Remote

About The Position

As a Billing Dispute Specialist, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. The impact you’ll have at Concora Credit: Our Case Resolution Team provides a top-tier customer experience. We are responsible for supporting our customers with ensuring holistic investigations and timely resolutions related to their billing concerns occur. We provide in-depth training that may last up to 5 weeks before transitioning you to working with more senior peers. We want to ensure your success, so our training is 100% mandatory. We are unable to accommodate any tardiness or time off during our new hire training. Scheduled workdays are typically 8 hours a day, with schedules Monday through Friday from 8:00AM to 5:00PM. We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Requirements

High School diploma or GED.
Working knowledge within Windows Operating Systems or equivalent.
Thrive in a fast-paced, high-volume environment.
Be proficient with technology and using multiple systems.
Possess a high level of understanding, patience, and empathy. Ability to navigate more difficult conversations/interactions with professionalism.
Commitment continuous growth and learning.
Ensure privacy and security practices are always followed.
Have appropriate remote work set-up, such as a quiet space, stable internet connection, and a backup location in case of issues with the primary location. While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.

Responsibilities

Conduct thorough, end‑to‑end investigations of billing disputes, ensuring all relevant account history, documentation, and transaction details are reviewed before a determination is made.
Research, evaluate, and reconcile disputes in accordance with regulatory requirements and internal policies.
Assess dispute outcomes and weigh the risk of monetary loss, including Merchant Chargebacks, Write-Offs, and Small Balance Write‑Offs.
Partner directly with merchants, when applicable, to request, review, and evaluate specific, relevant documentation required to support dispute decisions and denials.
Communicate with merchants and internal partners in a clear, professional, and precise manner, including articulating what evidence is required and why.
Apply critical thinking and sound judgment when analyzing complex or ambiguous dispute scenarios.
Ensure Billing Error Notices are reviewed and resolved accurately and within regulatory timeframes.
Review and update account tradelines with Credit Reporting Agencies as required based on dispute outcomes.
Collaborate with the Complaints Team to resolve escalated disputes and complaints, ensuring consistency and regulatory compliance.
Maintain a high standard of quality and accountability when owning dispute investigations and related customer interactions.
Serve as a knowledgeable resource to teammates by sharing guidance on dispute research, documentation standards, and decision rationale.
Meet departmental performance, quality, production, and compliance standards.
Perform other duties as assigned.
These duties must be performed with or without reasonable accommodation.

Benefits

Medical, Dental, and Vision insurance for you and your family
Relax and recharge with Paid Time Off (PTO)
6 company-observed paid holidays, plus 3 paid floating holidays
401k (after 90 days) plus employer match up to 4%
Pet Insurance for your furry family members
Early access to earned wages with Payactiv
Wellness perks including onsite fitness equipment at both locations, EAP and access to the Headspace App
We invest in your future through Tuition Reimbursement
Save on taxes with Flexible Spending Accounts
Peace of mind with Life and AD&D Insurance
Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability