Position Summary

The Dispute Agent uses the Records Management System (RMS) to create, review, and resolve issues, to review account notes and payment-related information to help assist with the license plate recognition and resolution of customer disputes and/or escalations.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

· Process records based on the established Service Level metrics.

· Utilize the Record Management System tool to actively manage customer contacts, violation notices, and associated license plates.

· Utilize systems to research and evaluate data based on established criteria to make decisions on the record for presentation to customers.

· Research, validate license plates, and resolve customer disputes by using established procedures and guidelines.

· Provide proper expectations with customers on what information is needed to validate license plates and resolve their dispute properly.

· Contact customers to communicate the status of submitted disputes.

· Track and close cases as information is provided and/or the period to resolve the case has ended.





· Meet the expectations of daily activities in order to maintain requirements defined for turnaround expectations.

· Send system corrections for adjustments that need to be made based on findings from disputes.

· Report issues observed with the system and customer accounts to management immediately.

· Research account and payment history before accounts move to collections.

· Write explicit, professional emails to customers about dispute and balance status.

Skills and Qualifications

- Quality Focus.
- Problem Solving.
- Systems Knowledge.

· Detail oriented.

· Self-motivated.

· Time Management.

· Pre-Collections Research.

· Strong Email Writing Skills.

Education and Experience

· High School Diploma or equivalent.

· Minimum 1+ year of office support, data entry, or quality assurance experience.

· Microsoft Office experience.

· Zendesk experience a plus

Pay: ₹20,096.31 - ₹35,241.33 per month

Benefits:

- Flexible schedule
- Health insurance
- Paid sick time
- Provident Fund

Work Location: In person

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