Dispute Resolution Account Specialist

Job Title: Dispute Resolution Account Specialist Location: Remote – Work from Home Department: Collections & Disputes Reports to: Director, Operations (Collections & Disputes) Job Type: Full-time The Dispute Resolution Account Specialist is responsible for reviewing, investigating, and resolving disputed homeowner assessment accounts on behalf of community associations. This role blends account management, dispute resolution, and customer communication, requiring strong analytical skills, attention to detail, and a solid understanding of compliance requirements. The specialist serves as a key point of contact for homeowners and internal stakeholders, ensuring disputes are handled accurately, professionally, and in accordance with all applicable laws and company policies. Key Responsibilities: Include but are not limited to: Dispute & Account Review:

• Review and investigate disputed homeowner accounts to ensure accuracy, completeness, and compliance with applicable federal, state, and local regulations.
• Validate debts by gathering, reviewing, and providing required documentation, including account statements, billing histories, and proof of ownership.
• Conduct legal and accounting due diligence prior to validating collection files and determining next steps.
• Review and update account histories to ensure all relevant information is accurate and properly documented in the system of record. Communication & Customer Service:
• Respond to dispute inquiries promptly via phone, email, and written correspondence, maintaining clear, professional, and empathetic communication.
• Explain account details, balances, dispute findings, and supporting documentation in a clear and understandable manner.
• Handle homeowner questions or concerns related to disputed balances with a solutions-oriented approach.
• Escalate complex, legal, or unresolved disputes to management or appropriate departments as needed. Resolution, Negotiation & Payment Arrangements:
• Communicate with owners and internal stakeholders to resolve disputes efficiently and accurately.
• Negotiate and enroll homeowners in payment plans or settlement agreements in accordance with company guidelines and community association requirements.
• Audit payment plans to ensure compliance and timely payments; follow up as needed to support resolution.
• Accurately document all communications, actions taken, and resolutions. Compliance & Legal Adherence:
• Ensure all dispute resolution and collection activities comply with applicable regulations, including the Fair Debt Collection Practices Act (FDCPA) and HOA assessment collection laws.
• Adhere to all company policies and procedures.
• Stay informed of changes in laws, regulations, and best practices related to collections and dispute resolution. Teamwork & Results:
• Collaborate with Collections, Disputes, and other internal teams to resolve complex or escalated disputes.
• Provide backup and support to team members as needed to meet service level agreements (SLAs).
• Participate in team meetings, process improvement initiatives, and special projects as assigned. Other Duties
• Special projects as assigned by supervisor.

Qualifications

Education & Experience

• Bachelor’s degree in in office administration, business, or a related field preferred.
• Prior experience in collections, dispute resolution, customer service, or accounts receivable required.
• Experience with property management and community associations is a plus. Skills & Competencies:
• Strong verbal and written communication skills with professional phone and email etiquette.
• Detail-oriented with excellent organizational and documentation abilities.
• Strong analytical and problem-solving skills.
• Ability to manage multiple accounts, deadlines, and priorities in a fast-paced environment.
• Comfortable handling sensitive financial information with confidentiality.
• Proficiency with CRM/collections systems and Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work independently with a high degree of ownership while contributing effectively to a team environment.
• Bilingual preferred. Working Conditions:
• Location: Remote – Work from home.
• Occasional travel may be required, depending on job demands.
• Virtual collaborative, team-oriented environment Physical Requirements:
• Physical demands include the ability to lift up to 30 lbs.
• The employee is required to work at a computer for extended periods of time as well as talking on the phone for extended periods of time. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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