Dispute & Recovery Services Specialist

ITS•Des Moines, IA

2d•Hybrid

About The Position

SHAZAM is seeking a Dispute and Recovery Services Specialist to research, investigate, and resolve cardholder disputes and recovery exception items according to established procedures, protecting client accounts and minimizing financial risk. The role reviews disputed transactions, supporting documentation, and client feedback, and collaborates with team members to identify issues and determine appropriate resolutions. This is a hybrid position based out of SHAZAM’s Des Moines, Iowa office.

Requirements

At least 3 years of experience in customer service or call center operations, banking back-office functions, fraud detection, chargebacks, or dispute investigations is 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 and experience in service-driven environments.
Must be authorized to work in the U.S. without employment-based visa sponsorship now or in the future.

Responsibilities

Manage 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.
Document dispute activity accurately 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.
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.