The Dispute Resolution Analyst provides support in managing consumer complaints and dispute resolution matters. This role researches, gathers documentation, and drafts responses to inquiries from Departments of Insurance, Attorneys General, the Better Business Bureau, and other consumer protection agencies. The Analyst ensures responses are accurate, timely, and consistent while maintaining logs, monitoring trends, and supporting process improvements to reduce risk.
Primary Job Functions:
- Research, analyze, and draft responses to consumer complaints submitted through regulatory agencies (Departments of Insurance, Attorneys General, BBB, etc.).
- Engage in cross-departmental coordination with Claims, Compliance, Legal, and third-party administrators to compile accurate and complete information for timely complaint resolution.
- Support dispute resolution activities, including claim objections, appeals, and service-related disputes.
- Maintain accurate complaint files, logs, and supporting documentation to ensure consistency and readiness for review.
- Assist with regulatory information requests and subpoena responses by gathering and organizing documentation.
- Monitor complaint activity and escalate recurring or complex issues to the Manager.
- Contribute to continuous improvement by identifying process gaps and recommending solutions.
- Perform other duties as assigned to support compliance and dispute resolution objectives.
The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.\
Qualifications - Education and Experience:
- Bachelor’s degree in business, Communications, Insurance, Legal Studies, or related field; or equivalent work experience.
- 2–4 years in dispute resolution, consumer affairs, compliance, or insurance operations.
- Proven ability to research issues and draft accurate, professional consumer correspondence.
- Experience handling complaints, threats of litigation, objections, dispute resolution, and appeals.
Skills & Competencies Required:
- Strong written and verbal communication skills with attention to detail.
- Ability to research, analyze, and draft accurate consumer correspondence.
- Organizational skills to manage multiple complaints and deadlines.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
- Ability to collaborate effectively across departments and with external partners.
- Professionalism and discretion when handling sensitive consumer information.
- Problem-solving skills with the ability to recommend actionable solutions.
Additional Information:
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.#LI-Onsite
