Job Description

Dispute Resolution Specialist I (Bilingual – English/Spanish)

Addison Group is partnering with our client to hire for this position.

Location: McLean, VA (Hybrid after training)

Schedule: Monday–Friday, 9:00am–6:00pm EST (1-hour lunch)

Type: Contract-to-Hire (long-term, conversion once training is complete)

Pay Rate: $23.00/hr - $24.00/hr (contract); $50k - $55K annual salary upon conversion

Benefits: Medical, Dental, Vision, 401(k)

About the Role:

Our client is seeking a Bilingual Dispute Resolution Specialist I to join their growing team. This position begins as a customer support–focused role, where you will guide consumers through a structured dispute resolution process. With training and experience, you will have the opportunity to move into more advanced case management responsibilities.

This is a great opportunity for individuals with progressive contact center experience who thrive in a fast-paced, mission-driven environment.

Training & Work Setup

• Initial 3–6 weeks in-office training (structured with scripts and guidance)
• After training, schedule shifts to hybrid (2 days in-office, 3 days remote per week)

Key Responsibilities:

• Answer and respond to inbound consumer inquiries by phone and online, providing clear information about program requirements and processes.
• Guide consumers through claim submissions, ensuring all necessary documentation is collected.
• Explain program eligibility rules in a professional, patient, and supportive manner.
• Escalate complex cases or exceptions to supervisors when necessary.
• Assist with consumer outreach initiatives and special projects to help the team meet service goals.
• Gain familiarity with state-specific consumer protection guidelines to assist with general inquiries.

Candidate Profile:

• Bilingual (English/Spanish) required
• Experience: 4+ years of progressive customer service experience in a call center environment (preferably web-based)
• Education: Bachelor’s degree preferred
• Technical Skills: Familiarity with contact center systems (e.g., RingCentral, Matterhorn, or similar platforms)
• Background: Prior experience with large-scale/Fortune 500 contact center operations preferred
• Soft Skills: Strong written and verbal communication, empathetic customer service approach, problem-solving ability, and professionalism under pressure

Why This Opportunity

• Contract-to-hire role with long-term career path
• Growth opportunity into higher-level case management responsibilities (Dispute Resolution Specialist II)
• Hybrid schedule after training
• Mission-driven work environment supporting fair consumer-business practices

How to Apply

Please submit your resume highlighting:

• City/State of residence
• Reason for seeking a new role
• Customer service career progression (including size/type of organizations worked with)
• Bilingual capabilities and relevant system knowledge

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request

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