Disputes Case Analyst

Job Description

Disputes Case Analyst | ABB

The Tone:
This is a full-time role at ABB, located in Memphis, TN, with a hybrid in-person schedule. At ABB, we help industries run leaner and cleaner, and every person contributes to that mission. As a Disputes Case Analyst, you will be crucial in protecting company revenue and maintaining valuable customer relationships by resolving high-value disputes, making a significant impact daily for the business.

The TL;DR
• Role: Full Time
• Type: Hybrid – Memphis, TN
• Location: Hybrid – Memphis, TN

• Team: Disputes Team Lead
• Mission: End-to-end resolution of high-value commercial and industrial (C&I) disputes ranging from $35,000 to $99M to protect company revenue and customer relationships.
• Tech Stack: Excel, SAP (or similar ERP system)

What You’ll Actually Do
• Case Ownership & Resolution: Own and fully resolve assigned high-value C&I disputes, managing a portfolio valued between $35,000 and $99M per case from initial intake through final financial closure, while consistently meeting established SLA targets for resolution and customer communication to ensure timely and accurate financial settlement.
• Analysis & Interpretation: Accurately interpret and apply commercial and industrial (C&I) and contractual terms, conducting detailed research and reconciliation across various data points including pricing, invoicing, and transaction records to analyze complex financial structures, discounts, rebates, and contractual obligations, ultimately determining the root cause of disputes and evaluating financial impact and risk exposure.
• Decision Making & Resolution Actions: Determine appropriate dispute resolution outcomes in alignment with company policy and approval frameworks, initiating credit memos or recovery actions within approved authority limits, and recommending dispute outcomes that require escalation beyond standard policy by exercising sound judgment on high-value, complex cases with limited precedent, balancing financial recovery with customer relationship preservation.
• Cross-Functional Collaboration: Actively partner with Legal, Finance, Sales, External Partners, and Operations teams on complex cases, coordinating with Sales for customer communications, engaging Legal counsel for contractual interpretation and risk assessment, collaborating with Finance on revenue recognition and accounting treatment for account hygiene, and working with IT and Master Data teams to resolve systemic data issues.
• Documentation, Compliance & Process Improvement: Maintain complete and auditable case documentation in accordance with SOX and internal controls, ensuring compliance with company policies, contract terms, and regulatory requirements, while also identifying systemic C&I issues, escalating trends appropriately to management, and contributing to process improvement initiatives and best practice development, supporting internal and external audit requests.

The Must-Haves
• Background: Bachelor’s degree in Finance, Accounting, Business Administration, or a related field, or equivalent relevant experience in lieu of a degree.
• Experience: 2+ years of experience in dispute resolution, credit management, or accounts receivable, with a proven track record managing high-value, complex financial disputes.
• Skills: Strong understanding of Excel (spreadsheets, tools, and macros), proficiency in SAP (or similar ERP system), critical thinking, deep analytical skills, strong business acumen, and sound judgment for judgment-intensive dispute resolution.
• Bonus: Experience with shipping and freight, returns, contract pricing, or commercial contracts; background in B2B industrial, manufacturing, or technology sectors; prior exposure to SOX compliance and internal controls.