Dispute Processing Specialist

Burke & Herbert Bank & Trust•Moorefield, WV

3d•Onsite

About The Position

Responsible for the accurate and timely processing of customer transaction disputes. This role ensures compliance with applicable regulatory requirements, including Regulation E, NACHA Operating Rules, Federal Reserve Operating Circulars, and the Uniform Commercial Code (UCC), while adhering to payment network rules and internal procedures. The specialist also plays a key role in identifying potential fraud patterns, mitigating losses, and escalating suspected fraudulent activity in accordance with Bank policies.

Requirements

Strong working knowledge of Regulation E, NACHA Operating Rules, payment network rules, Federal Reserve Operating Rules, and UCC.
Understanding of common fraud schemes involving debit cards, ACH, and checks.
Excellent analytical and investigative skills with strong attention to detail.
Ability to manage multiple cases while meeting strict regulatory timelines.
Strong written and verbal communication skills.
Proficiency with core banking systems (Silverlake) and Microsoft Office applications.
High School Diploma or equivalent required.
Minimum two years’ experience in retail or banking required.

Nice To Haves

Prior experience in dispute processing, fraud operations, deposit operations, ACH, card services, or banking operations preferred.

Responsibilities

Process ATM and point‑of‑sale (POS) disputes in compliance with Regulation E and applicable payment network rules.
Investigate unauthorized transaction claims, identify potential fraud indicators, and escalate suspicious activity per Bank procedures.
Process ACH disputes in accordance with NACHA Operating Rules, including unauthorized, incorrect, and improper entries.
Review Written Statements of Unauthorized Debit (WSUDs) and initiate returns or adjustments within required timeframes.
Process check disputes in compliance with Federal Reserve Operating Circulars and UCC Articles 3 and 4, including forged, altered, counterfeit, or duplicate items.
Submit and monitor card, ACH, and check adjustment or claim requests through applicable clearing channels.
Ensure timely provisional credit, final determinations, and customer notifications as required by regulation.
Identify dispute and fraud trends, support loss mitigation efforts, and partner with fraud and risk teams as needed.
Maintain accurate documentation to support audits, examinations, and regulatory compliance.
Respond to internal and external inquiries regarding dispute status, documentation requirements, and resolution timelines.
Scans/Images and indexes documents as requested/needed.
Stays informed of relevant compliance laws and regulations. Helps to ensure processes and procedures adhere to compliance laws and regulations.
Perform other duties as assigned.