Dispute Team Lead – ECA & Transaction Dispute Management

About the role

The Dispute Team Lead (also referred to as Dispute Research Supervisor) reports to the International Cash Applications Supervisor and oversees Electronic Cash Application (ECA) issues and unreconciled transaction disputes. The role ensures timely resolution while maintaining the highest standards of customer service.

Key responsibilities

• Process incoming ECA issues and high‑visibility disputes.
• Supervise, lead, monitor, train, and develop a team of dispute analysts.
• Develop, analyze, and communicate key performance indicators for the team.
• Evaluate, approve, and report performance activity on a bi‑weekly and periodic basis.
• Identify and implement process‑streamlining opportunities, including documenting and communicating policies and procedures.

Required profile

• Bachelor’s degree in Accounting, Business or a related field, or equivalent experience.
• Strong research and analytical abilities.
• Excellent written and verbal communication, negotiation, and interpersonal skills.
• Proven dispute‑resolution experience.

Required skills

• Advanced proficiency with Microsoft Word, Excel, and PowerPoint.
• Ability to gather and analyse data from multiple sources for reporting.
• Knowledge of accounting practices and accounts‑receivable reconciliation.