Dispute Specialist

About Leaf Home

At Leaf Home, we are powered by people on a single mission to make home ownership easy. We’ve crafted a team of the very best to ensure we make a difference by winning every day. In addition to serving our customers, Leaf Home strives to build a welcoming and inclusive workplace. We are proud to be a certified Great Place to Work® as well as a multi-year recipient of Top Workplaces recognition.

From competitive medical benefits to people-focused committees like the Women’s Committee, Diversity & Inclusion Committee, and Vet Connect, we are dedicated to making Leaf Home a workplace where you can win every day. Come grow your career with us.

Why Leaf Home

• We Win – Being driven every day to win is who we are
• People Powered – Recognized as a top Ohio and U.S. workplace by Great Place to Work®, Energage, and more
• Family Feel with Enterprise-Level Resources – You are important to us, and we’ve built a culture you’ll love
• Support – Inclusion, sustainability, and reliability surround everything we do
• Personal Growth – Dedicated to providing resources and encouragement for employee growth
• Mobility – Locations throughout the U.S. and Canada, with continued expansion

Position Summary

The Dispute Specialist is responsible for independently researching, analyzing, and resolving customer disputes through case ownership and root cause analysis with accuracy, efficiency, and adherence to regulatory guidelines. This role ensures fair outcomes for customers while protecting the company from financial risk. The Dispute Specialist reviews case details, gathers supporting documentation, communicates with customers, internal and external partners, and helps create new policies and procedures to improve processes.

Essential Duties and Responsibilities:

• Act as the subject matter authority for complex and high-risk customer disputes, exercising independent judgment to interpret policy, regulatory requirements, and contractual obligations, and determine final resolution outcomes.
• Assess dispute-related financial, regulatory, and operational risk, making decisions within broad authority parameters and advising leadership on matters with material business impact.
• Lead cross-functional dispute resolution efforts with operations, finance, legal, compliance, customer service, and external partners, influencing resolution strategy and enterprise-level outcomes.
• Interpret and translate regulatory and policy requirements into dispute resolution standards, frameworks, and guidance to ensure consistency, compliance, and risk mitigation.
• Identify systemic trends, root causes, and emerging risk indicators, and design process improvements, controls, and policy enhancements to prevent future exposure.
• Provide strategic guidance and expert-level insight to leadership on dispute trends, risk posture, and compliance considerations, supporting informed decision-making.

Experience and Minimum Qualifications:

• 2+ years of customer service experience, preferably in a dispute resolution role.
• Complex understanding of the products and services available to customers and the ability to present each and/or all of them to a prospective client based on their specific needs.
• Excellent verbal and written communication skills to communicate with internal and external stakeholders articulately.
• Ability to provide timely and empathetic service through all communication channels, keeping customer needs first.
• Proficiency using Microsoft Office Suite.
• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

Preferred Knowledge, Skills, Abilities or Certifications:

• Experience in the home remodeling or construction industry

Travel Requirements:

• No travel required (stationary work location)

Overtime/Additional Hours Requirements:

• Additional and non-standard hours may be required (exempt).

Physical Requirements:

• Normal office environment.
• Performs indoor work in a climate-controlled environment.
• Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.…