Dispute Resolution Specialist I, II

Old Second National Bank•Aurora, IL

11d•$21 - $29•Onsite

About The Position

The Dispute Resolution Specialist I, II is responsible for managing complex dispute cases, providing expert guidance and support to customers regarding dispute inquiries, processing disputes in the case-management platform (Centrix DTS), and managing dispute documentation within Data Navigator portal. The Specialist also supports the daily operations of the dispute resolution team.

Requirements

High School diploma (or equivalent), and one year or more of retail banking and/or bank operations experience; or equivalent combination of education and experience.
High School diploma (or equivalent), and two or more years of bank operations or dispute experience; or equivalent combination of education and experience.
Strong verbal, written, and interpersonal communication skills.
Strong computer skills and ability to adapt to new technology.
Ability to learn, understand, and apply information and policies.
Ability to readily adapt in response to changes in schedule and work priorities.

Nice To Haves

Previous ATM experience.

Responsibilities

Review transaction details, gather documentation, and analyze evidence to determine the legitimacy of disputes.
Adhere to Reg E/Mastercard guidelines and manage chargeback workflows. Ensuring accuracy, completeness, and adherence to strict deadlines.
Process Reg E disputes determining most effective Return Reason Codes and gathering support for successful dispute resolution. (Debit card, ACH, Zelle)
Utilize bank software and card processor systems to manage the dispute lifecycle.
Handle customer inquiries, manage disputes, and communicate with merchants.
Maintain accurate documentation to support audits, reporting, and compliance requirements.
Stay current on Debit Card, Zelle, ACH network rules and regulatory requirements related to disputes and chargebacks.
Provides information and assistance to other departments with questions regarding disputes.
Review/reply to emails coming into group mailboxes and folders.
Other related duties may be assigned.
Internal expert on dispute investigation and resolution.
Supports training and ongoing coaching of team members.
Ensures compliance and accuracy in the handling of Zelle and ACH disputes.
Ensures disputes are accurately reviewed, resolved, and closed within required timelines.