Dispute Investigator

Netspend • Austin, TX

2d

About The Position

As a Dispute Investigator, you will take ownership of customer claims regarding unauthorized activity, billing errors, and merchant issues. This isn't just about data entry; you will dive deep into transaction histories, gather evidence, and make critical decisions that directly impact our customers' financial well-being. Your success will be measured by your ability to resolve claims accurately, process chargebacks efficiently, and maintain high standards of quality and productivity, all while strictly following financial regulations.

Requirements

• High School Diploma or equivalent
• 1–3 years of experience in financial services, ideally within dispute resolution, fraud investigation, chargeback processing, or banking operations
• Solid foundational understanding of Regulation E (electronic fund transfers) and/or Regulation Z (credit card billing errors) is highly preferred
• Proficiency with core banking platforms, case management software, and network tools (e.g., Visa Resolve Online / Mastercard Connect).
• Exceptional critical thinking skills with the ability to spot patterns, piece together disparate data, and make objective, evidence-based decisions.
• Comfort working in a high-volume, metrics-driven environment where speed, attention to detail, and quality must go hand-in-hand

Responsibilities

• Conduct End-to-End Investigations: Review and analyze complex, high-risk, or escalated transaction disputes to determine fraud liability or billing errors
• Execute Chargebacks: Initiate and manage the chargeback process through card networks (such as Visa/Mastercard) adhering strictly to network rules and timeframes
• Maintain Regulatory Compliance: Ensure all claims are handled in strict accordance with federal financial regulations (including Regulation E and Regulation Z), as well as state laws and company policies
• Adhere to Internal Policies: Follow established operational procedures and guidelines to mitigate financial, legal, and reputational risk for the company
• Hit Performance Targets: Consistently meet or exceed individual daily productivity benchmarks and quality assurance metrics to support department SLAs (Service Level Agreements)
• Documentation & Communication: Maintain precise, clear documentation of investigation findings and communicate resolution decisions effectively to internal teams and customers when required
• Trend Awareness: Identify well-defined patterns or anomalies in dispute data and escalate findings to senior team members or leadership for further analysis

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED