Dispute Resolution Specialist II

Company: BBB National Programs Inc
Location: Mc Lean
Posted on: February 18, 2026

Job Description:

Job Description Job Description BBB National Programs BBB National Programs is where businesses turn to enhance consumer trust and consumers are heard. Dispute Resolution Specialist II WHO WE ARE We are a non-profit organization dedicated to fostering a more accountable and trustworthy marketplace. As the foremost thought leader on industry self-regulation, we are shaping the way that businesses and consumers interact with one another. We are the home to more than a dozen self-regulation programs that set high standards for businesses and provide third-party accountability and dispute resolution services that help ensure a fair marketplace for consumers. BBB National Programs has worked with industry leaders and government regulatory agencies since 1971 to establish the standards that guide best practices in advertising, privacy, children’s and teen’s marketing, consumer warranty issues, and dispute resolution. ABOUT OUR DISPUTE RESOLUTION PROGRAMS Our Dispute Resolution programs help businesses create services involving mediation and arbitration, tailored to the specific requirements of the business, and meet federal and state regulatory requirements. For 40 years, our trusted and impartial processes have been used by many businesses needing a dispute resolution mechanism to resolve their customer disputes. Our out-of-court services are offered in three major industries: automotive, telecommunications and class actions, and include programs such as BBB AUTO LINE mediation/arbitration, Verizon Wireless Telecommunications, and other future dispute resolution programs developed by the organization. YOUR IMPACT As a Dispute Resolution Specialist II, you will facilitate negotiations between consumers and businesses in an attempt to settle claims. If necessary, you will navigate the claim through the arbitration process to provide both parties with a timely decision. Essential Duties and Responsibilities Explain applicable dispute resolution program to consumers and determine eligibility Regularly engage with consumers and manufacturers to gather information, answer questions, explain program guidelines, and resolve disputes via telephone, email, and the BBB National Programs Dispute Resolution database Effectively and efficiently prioritize and manage a large complex case queue with attention to detail and quality Support the inbound contact center during core business hours (9AM – 5PM ET) by logging in and being available for incoming calls from consumers, manufacturers, BBBs and arbitrators during designated schedule, and as needed, to support the team and adherence to program service levels Understand and explain complex lemon laws from all states to consumers, manufacturers, and arbitrators Ensure compliance on mediated settlements and arbitration decisions by following up on previous decisions and taking appropriate action on settlement or decisions which have not been performed Review and offer recommendations to clarify and/or improve program guidelines, procedures, and rules with management and legal Manage challenging and highly escalated calls from consumers, manufacturers, and arbitrators following policy and regulation guidelines with the highest level of professionalism and integrity Manage arbitration scheduling calendar for parties, confirming hearing site location and alternative location Follow program regulations and procedures for timely arbitration scheduling and notification of hearing Seek to obtain hearing decisions from arbitrators, securing and processing the acceptance or rejection form from the consumer For Bilingual Employees: interpret and facilitate communication between consumers and limited English language proficiency in a neutral and accurate manner. Accurately provide English translation to the manufacturer and note in the file. WHAT YOU WILL BRING Must have: College degree or 5 years of related work experience in customer service, dispute resolution, and/or conflict analysis environments Experience using Microsoft Office applications Ability to work independently and in a team environment. Excellent time management skills and ability to multi-task and prioritize competing priorities Experience managing a high volume and complex case management queue or related experience Strong attention to detail and accuracy Strong problem-solving and decision-making skills Ability to thrive in a dynamic, fast-paced team environment Excellent written and verbal communication skills Excellent customer service skills COVID-19 vaccination Let us know if you have: Bachelor’s Degree Ring Central, Matterhorn or other contact center database/system experience Fortune 500 contact center experience Bilingual language capabilities WHAT WE OFFER: At BBB National Programs, we bring a growth mindset as we advance our mission and strive to foster trust, innovation, and competition in the marketplace. Cultivating a team of talented and engaged professionals who seek out new challenges and opportunities catalyze our progress. We are an inclusive organization, bringing a dynamic environment that supports our employees and the meaningful work we do. Health & Welfare Benefits : You will be offered a comprehensive plan offering health, dental and vision plans, paid short-term disability insurance, and life insurance. Financial Well-Being : Build your retirement savings with our 401k plan matching up to 6% of your contributions. Time Off : You will have flexibility for the time you need off from work. We offer a variety of plans including vacation, personal, and sick leave. Wellness : We promote physical and mental wellness by providing a fully equipped on-site fitness center in our offices and an employee assistance program. Environment : Our modern headquarters in McLean, VA provides the space for creativity and collaboration, and the technology resources so you can be at your best. BBB National Programs is proud to be an equal employment opportunity employer.

Keywords: BBB National Programs Inc, Richmond , Dispute Resolution Specialist II, Customer Service & Call Center , Mc Lean, Virginia