Disputes Specialist

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:

• 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.
   

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