Dispute and Recovery Services Specialist

ITS Inc•Des Moines, IA

11h•Hybrid

About The Position

SHAZAM recognizes that financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry. We are a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. Your growth and development are top priorities and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening financial institutions. This is a hybrid position based out of our Des Moines, IA office. SHAZAM is looking for a Dispute and Recovery Services Specialist to join our team. In this role, you will research, investigate, and resolve cardholder disputes and recovery exception items in accordance with established procedures to safeguard client accounts and minimize financial risk. Additionally, you will review disputed transactions, supporting documentation, and client feedback, and collaborate with team members to identify issues and determine appropriate resolutions.

Requirements

Minimum of 3 years of experience in customer service or call center operations, banking back‑office functions, fraud detection, chargebacks, or dispute investigations strongly preferred
Knowledge of banking regulations, including Regulation E, and debit card dispute processes
Experience with Mastercard and Visa operating rules
Proficiency in Microsoft Office Suite, including Teams, and general PC applications
Strong verbal and written communication skills
Strong organizational, time‑management, and problem‑solving skills
Customer‑focused mindset with experience in service‑driven environments

Responsibilities

Manage the end‑to‑end processing of consumer disputes, including signature‑based and ATM/PIN‑based exception items, in accordance with network rules, federal regulations, and established timelines
Research, analyze, and resolve disputed transactions using multiple systems and databases
Accurately document dispute activity and ensure case information and procedures are properly recorded and maintained
Communicate professionally with financial institutions, merchants, associations, and internal partners to determine transaction validity and resolution
Reconcile and balance debit adjustments and retrieve transaction details as needed
Analyze moderately complex and unique dispute scenarios, escalating to senior staff when appropriate to ensure accurate handling
Recommend and support process improvements to enhance efficiency, quality, and risk mitigation
Assist with training, research, and problem resolution for less experienced team members
Participate in projects and initiatives to develop new tools and operational improvements
Prepare routine reports on dispute volume and performance metrics