Complaints and Disputes Associate

VELOCITY PORTFOLIO GROUP INC

. Manage and oversee customer complaints and dispute cases from intake through resolution .

Posted 9/23/2026full-timeWall • New Jersey • United StatesJuniorMid-Level💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer complaints and disputes, ensuring timely and compliant resolutions while maintaining accurate records and conducting thorough analyses. Strong focus on customer satisfaction and continuous improvement initiatives.

Highest-signal resume keywords

Customer Complaint ManagementData AnalysisRoot Cause AnalysisRegulatory ComplianceWritten Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint TrackingDispute ResolutionTrend AnalysisCorrective Action DevelopmentReport Preparation

Soft Skills

Verbal CommunicationProblem-SolvingOrganizational SkillsCustomer Service FocusEmpathy

Certifications & Qualifications

Background CheckEmployment Eligibility Verification

Industry Keywords

Service-Level AgreementsContinuous ImprovementCustomer ExperienceComplianceCustomer Satisfaction

About the role

Key responsibilities & impact

Manage and oversee customer complaints and dispute cases from intake through resolution
Log, track, and maintain accurate complaint and dispute records in company systems
Investigate customer concerns to ensure fair, timely, and compliant resolutions
Draft written responses to customer complaints, regulatory inquiries, and dispute communications
Collaborate with internal departments to gather information and resolve customer issues
Conduct complaint and dispute trend analysis
Perform root cause analysis
Develop and recommend corrective actions to reduce complaint volume and improve customer experience
Monitor resolution timelines for service-level agreements and regulatory requirements
Prepare reports and provide insights on complaint metrics, trends, and resolution outcomes
Handle sensitive and escalated situations with a strong customer service focus
Communicate with customers and stakeholders professionally, empathetically, and tactfully
Support continuous improvement initiatives for processes, compliance, and customer satisfaction
Ensure complaint handling activities align with company policies and applicable regulations

Requirements

What you’ll need

Strong verbal and written communication skills
Excellent analytical and problem-solving abilities
Experience handling customer complaints, disputes, or escalated customer service issues is a plus
Ability to conduct data analysis, trend identification, and root cause investigations
Strong organizational skills with attention to detail and accuracy
Ability to manage multiple priorities and meet deadlines in a fast-paced environment
Professional demeanor with the ability to navigate challenging customer interactions effectively
Customer-focused mindset with a commitment to delivering positive outcomes
Successful completion of a background check
Verification of employment eligibility
Completion of any other pre-employment screenings required by law or Company policy

Benefits

Comp & perks

Medical benefits
Vision benefits
Dental benefits
401(k)
ESOP