Account Services Associate - Disputes

A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities.

The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment.

Responsible for supporting daily account operations by maintaining accurate information across internal systems, ensuring all documentation is complete, and delivering reliable service to both internal teams and external customers. Function as a centralized operational support resource, performing tasks across multiple account service disciplines as assigned. Core responsibilities include account maintenance, customer support, and issue resolution, with additional duties in new account setup, lien rights processes/preliminary notices, and dispute management as needed.

• Maintains accurate and up‑to‑date information across internal systems and document repositories to support both current and future account review needs.

• Provides responsive customer and account support to internal teams and external clients via phone, email, and hotline channels in alignment with established service‑level expectations.

• Researches and verifies customer account details—including balances, project information, and addresses—to ensure accuracy and consistency across all platforms.

• Resolves customer inquiries related to payment discrepancies, disputed invoices, tax‑exempt documentation, and other account‑related issues while delivering a high level of service and professionalism.

• Reviews credit applications, analyzes commercial and personal credit reporting, conducts online research, screens for potential fraud, collaborates with internal and external customers as needed, and verifies state‑specific requirements such as business registration and mechanic’s lien laws.

• Determines the applicant’s creditworthiness based on all collected data and sets up an account structure that meets customer purchasing needs while aligning with White Cap’s risk appetite.

• Creates credit accounts requiring unique time‑based restrictions or specialized system settings (e.g., crossover accounts, DPO terms, jobsite billing configurations).

• Researches general contractors, project owners, and surety/bond information to ensure eligible projects can be secured through preliminary notices in accordance with state law requirements; enters job information into designated third‑party platforms.

• Prepares and distributes monthly reports to Collections and Sales teams, providing information related to lien rights for projects requiring notices or liens.

• Investigates unsecured projects, updates incorrect or incomplete job information, and ensures accuracy to maintain and secure lien rights.

• Files liens and processes manual preliminary notice requests that fall outside the standard cycle.

• Processes lien waiver requests from external customers accurately and within established service level expectations.

• Completes waiver submissions through third-party vendor platforms or Adobe-based workflows.

• Processes customer payments when required to facilitate timely waiver completion

• Collaborates with the Credit team, branch personnel, and customers using appropriate communication channels to resolve disputed invoices, serving as the primary point of contact for an assigned region.

• Research short or over payments to identify the appropriate department for resolution, as needed. Research activities include reviewing payment documentation, contacting customers, and partnering with the Accounts Receivable Research team.

• Refers complex, unusual problems to supervisor.

• Under general supervision, exercises some judgment in accordance with well‑defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.

• None.

• Located in a comfortable indoor area. Any…