Disputes Analyst

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Job Description

Reporting to the Manger, Disputes, the Disputes Analyst is responsible for investigating, resolving, and tracking complex customer billing disputes while delivering high-quality customer service. The role works closely with internal teams, account management, and customers to provide timely, accurate, and effective resolutions.

As a Disputes Analyst, you will play a key role in maintaining customer trust and protecting company revenue by ensuring that all billing disputes are handled efficiently, accurately, and in compliance with policies and procedures. Your work will directly contribute to improving the customers’ experience, supporting collections performance, and identifying process improvements to reduce recurring disputes.

As a Disputes Analyst, your duties and responsibilities will include:

• Research and resolve complex customer billing disputes in line with department policies and procedures
• Review and validate customer documentation to support claims
• Collaborate with internal departments to gather information and confirm dispute accuracy
• Partner with the collections team to identify dispute-related trends that may impact payments and collections
• Participate in team meetings and customer/account management discussions
• Identify and report trends in dispute types to account management
• Issue credits (when approved) and communicate dispute resolutions to customers
• Provide timely updates and acknowledgements to customers regarding dispute status
• Review customer contracts, as needed, to support resolution
• Input and manage disputes in the ticketing system, ensuring proper tracking and closure
• Follow up with internal departments on pending dispute resolutions
• Perform additional tasks and responsibilities as assigned by management

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• 5+ years of related work experience
• Experience in the telecommunications industry
• Proficiency in Microsoft Office Suite
• Strong attention to detail and organizational skills
• Ability to manage multiple tasks with accuracy and efficiency while maintaining productivity
• Strong interpersonal and communication skills, both written and verbal
• Ability to work collaboratively in a team environment while delivering high-quality service
• Demonstrated integrity and adherence to high ethical standards
• Ability to learn and navigate complex systems quickly and effectively
• Proven ability to streamline dispute management through automated solutions and workflow optimization
• In-depth knowledge of collections processes relating to dispute resolutions

BONUS POINTS FOR:

• Bachelor’s degree in finance, accounting, business, or related field
• Prior dispute/claims experience

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Inclusion and belonging are at the center of our grounding belief in Being Real .

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices: