Dispute Specialist

Dispute Specialist

At Leaf Home, we are powered by people on a single mission to make homeownership 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 VetConnect, we are dedicated to making Leaf Home a workplace where you can win every day. Come grow your career with us.

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. Sedentary work involves sitting most of the time.

Focused on Growth Leaf Home is dominating the home improvement industry as we continue to grow. We work hard and play harder. With offices across the U.S. and Canada, our diverse team spans marketing, sales, installation, and service. We are committed to employee growth through:

• Innovating, Always Providing cutting-edge solutions for employees and customers
• Partnering with Our Customers Building trusted relationships at the core of everything we do
• Empowering Employees Creating opportunities for growth and success in a supportive environment
• Supporting Our Communities Giving back to the places our customers and employees call home

What We Offer:

• Industry-leading compensation package
• Competitive medical, dental, and vision benefits after 60 days
• Retirement savings plan with company match
• Paid parental leave and generous paid time off programs
• On-campus fitness programs and meal delivery services
• Comprehensive health, wellbeing, financial wellness, and childcare benefits
• Opportunities for growth and advancement

Additional Perks:

• Employee assistance program with 24/7 legal, financial, and counseling support
• Employee discount marketplace with thousands of savings options
• Flexible Gym membership
• Employee resource groups, including VetConnect and the Women's Committee

Awards and Recognition:

• Leaf Home has been recognized as a top workplace by The Plain Dealer, is a multi-year recipient of Top Workplaces USA by Energage, and is Great Place to Work Certified. Additional recognitions include:
• Remodeling 550 list placements
• Qualified Remodeler Top 500 rankings
• Smart Culture Awards for employee-focused culture
• Inc. 5000 and Inc. 5000 Regionals: Midwest growth recognition

Diversity and Equal Opportunity:

Leaf Home is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. Employment decisions are made without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, genetic information, veteran status, or disability, in accordance with applicable law.

Americans with Disabilities Act Statement and Contact:

Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to View email address on click.appcast.io.