Dispute Management Specialist (Dispute Specialist) OTIS MADRID

Would you like to be part of a stable sector with many career opportunities?

OTIS, a national and global leader in the elevator sector, is hiring a Dispute Management Specialist (Dispute Specialist) for Madrid.

The main objective is to efficiently manage the complete (end-to-end) dispute cycle within the C2C process, ensuring the correct resolution of incidents, continuous process improvement, and compliance with established KPIs in C2C Spain.

• Comprehensive management of disputes from their creation to their final resolution.

• Registration, analysis, and classification of disputes according to established codes.

• Ensure the quality of disputes by:

• Correct use of dispute codes.

• Complete and adequate documentation.

• Clear and detailed comments that facilitate their tracking.

• Continuous monitoring of open disputes, ensuring compliance with defined SLAs.

• Prioritization of disputes based on their impact on debt and their age.

• Collaboration with internal teams (Cash Application, Invoicing, Billing, Sales, Operations, and Finance) for the agile resolution of incidents.

• Identification of root causes and proposal of corrective actions to prevent recurrences.

• Compliance with monthly and annual dispute objectives (volume, age, and resolution).

• Collaboration with the collections team to unblock disputed invoices and facilitate debt recovery, with a special focus on provisions.

• Support in the negotiation and monitoring of agreements related to disputes.

• Coordination with Genpact/Collections and other stakeholders to ensure proper incident management.

• Contribute to improving dispute resolution times.

• Participation in periodic meetings with Genpact/Collections and internal teams.

• Monitoring of agreements reached in meetings and updating the status of actions.

• Proactive communication with stakeholders about the status of relevant disputes.

• Escalation of critical incidents or blocks that affect the collections process.

• Analysis of dispute trends (by customer, type, and origin).

• Identification of opportunities for improvement in upstream processes (invoicing, contracts, operations).

• Participation in initiatives for continuous improvement and optimization of the C2C process.

• Collaboration in the standardization of processes and best practices.

• Updating and monitoring dispute reports:

• Volume, age, and resolution ratios.

• Support in the preparation of monthly reports (disputes, impact on accounts receivable, and provisions).

• Use of tools such as Excel and Power BI for analysis and monitoring.

• Ensure the quality and consistency of reported data.

To be successful in this role, we need:

EXPERIENCE: Minimum of 3 years of experience in AR, C2C, Collections, dispute management, and billing incident functions.

• ImprescindiblecarnetB en vigor.

EDUCATION: Higher education in Administration, Economics, or Finance. Higher or specialized education in commercial management and/or collections management is recommended.

LANGUAGES: Inglésvalorable.El conocimiento decatalánserá considerado un valor añadido importante, especialmente para la gestión de clientes locales y actividades regionales de cobro.

¿Te gustaría unirte a una verdadera empresa internacional, impulsada por el talento, que valora la Seguridad, la Ética, la Calidad, la Innovación y las Oportunidades para los Empleados?

Buscamos profesionales comprometidos, cuya prioridad es la seguridad, que se sientan cómodos trabajando en equipos o solos, que sean curiosos y con capacidad adaptativa.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

You may recognize our products in some of the world's most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You'll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you'll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people - passengers, customers, and colleagues - at the center of everything we do. We are guided by our values that we call our Three Absolutes - prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.

Become a part of the Otis team and help us #Buildwhatsnext!

2026-06-10

Spain

Golfo De Salónica 73, 28033 MADRID, Spain

• Preparation of the necessary supporting documentation for the resolution of disputes.

• Support in the preparation of legal files in case of litigation or legal escalation.

COMPUTER SKILLS: Proficiency in Ms Office 365.

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [email protected].

Click on this link to read the Policy and Terms

¿Te gustaría formar parte de un sector estable y con muchas salidas profesionales?

OTIS, líder a nivel nacional y mundial del sector de la elevación, está contratando un/aEspecialista en Gestión de Disputas (Dispute Specialist) para Madrid.

El objetivo principal es, gestionar de forma eficiente el ciclo completo(end-to-end) de disputas dentro del proceso C2C, garantizando la correcta resolución de incidencias, la mejora continua del proceso y el cumplimiento de los KPI establecidos en C2C España.

Las principales responsabilidades de la posición son las siguientes:

• Gestión integral de las disputas desde su creación hasta su resolución final.

• Registro, análisis y clasificación de las disputas conforme a los códigos establecidos.

• Asegurar la calidad de las disputas mediante:

• Uso correcto de los códigos de disputa.

• Documentación completa y adecuada.

• Comentarios claros y detallados que faciliten su seguimiento.

• Seguimiento continuo de disputas abiertas, garantizando el cumplimiento de los SLA definidos.

• Priorización de disputas en función de su impacto en la deuda y su antigüedad.

• Colaboración con equipos internos (Cash Application, Facturación, Billing, Ventas, Operaciones y Finanzas) para la resolución ágil de incidencias.

• Identificación de causas raíz y propuesta de acciones correctivas para evitar recurrencias.

• Cumplimiento de los objetivos mensuales y anuales en materia de disputas (volumen, antigüedad y resolución).

• Colaboración con el equipo de cobros para desbloquear facturas en disputa y facilitar la recuperación de deuda, con especial foco en las provisiones.

• Apoyo en la negociación y seguimiento de acuerdos relacionados con disputas.

• Coordinación con Genpact/Collections u otros stakeholders para asegurar la correcta gestión de incidencias.

• Contribuir a la mejora de los tiempos de resolución de disputas.

• Participación en reuniones periódicas conGenpact/Collectionsy equipos internos.

• Seguimiento de los acuerdos alcanzados en reuniones y actualización del estado de las acciones.

• Comunicación proactiva constakeholderssobre el estado de disputas relevantes.

• Escalado de incidencias críticas o bloqueos que afecten al proceso de cobro.

• Análisis de tendencias de disputas (por cliente, tipo y origen).

• Identificación de oportunidades de mejora en procesosupstream(facturación, contratos, operaciones).

• Participación en iniciativas de mejora continua y optimización del proceso C2C.

• Colaboración en la estandarización de procesos y buenas prácticas.

• Actualización y seguimiento de reportes de disputas:

• Volumen, antigüedad y ratios de resolución.

• Soporte en la preparación de informes mensuales (disputas, impacto en cuentas a cobrar y provisiones).

• Uso de herramientas como Excel y Power BI para el análisis y seguimiento.

• Garantizar la calidad y consistencia de los datos reportados.

Para tener éxito en este puesto, necesitamos:

EXPERIENCIA: Experiencia mínima de 3 años en funciones de AR, C2C, Cobros, gestión de disputas, incidencias de facturación.

• ImprescindiblecarnetB en vigor.

FORMACIÓN: Formación superior en área Administración, economía o finanzas. Recomendable formación superior o especializada en gestión comercial y/o gestión de cobros.

IDIOMAS:Inglésvalorable.El conocimiento decatalánserá considerado un valor añadido importante, especialmente para la gestión de clientes locales y actividades regionales de cobro.

¿Te gustaría unirte a una verdadera empresa internacional, impulsada por el talento, que valora la Seguridad, la Ética, la Calidad, la Innovación y las Oportunidades para los Empleados?

Buscamos profesionales comprometidos, cuya prioridad es la seguridad, que se sientan cómodos trabajando en equipos o solos, que sean curiosos y con capacidad adaptativa.

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world's leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

You may recognize our products in some of the world's most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You'll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you'll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people - passengers, customers, and colleagues - at the center of everything we do. We are guided by our values that we call our Three Absolutes - prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here.

Become a part of the Otis team and help us #Buildwhatsnext!

2026-06-10

Spain

Golfo De Salónica 73, 28033 MADRID, Spain

• Preparación de la documentación de soporte necesaria para la resolución de disputas.

• Apoyo en la elaboración de expedientes legales en caso de litigio o escalado jurídico.

OFIMÁTICA:Dominio Ms Office 365.

Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [email protected].

Click on this link to read the Policy and Terms