Dispute Resolution Specialist
About The Position
The Dispute Resolution Specialist researches, processes, and resolves debit card disputes and fraud claims accurately and within required timeframes. The role communicates with customers and internal teams, reviews transaction documentation, applies regulatory and card-network requirements, and maintains complete case records. It supports a positive customer experience while helping protect the bank and its customers from financial loss. This is an in-office position at Tri City National Bank’s Operations Center in West Allis, Wisconsin. Compensation is $23.00 or more per hour, depending on experience.
Requirements
- High school diploma or equivalent.
- One year of experience in card services, deposit operations, fraud operations, customer service, or a related field.
- Working knowledge of Regulation E.
- Strong attention to detail and ability to interpret transaction records and supporting documentation.
- Effective written and verbal communication skills.
- Ability to organize competing priorities, meet deadlines, and work accurately in a high-volume environment.
- Proficiency with Microsoft Office applications and ability to learn card-processing and case-management systems.
Responsibilities
- Receive, document, and process claims involving unauthorized, duplicate, incorrect, or otherwise disputed debit card transactions.
- Review account history, transaction details, customer statements, merchant information, and supporting documentation to determine an appropriate course of action.
- Conduct timely investigations in accordance with Regulation E, card-network rules, bank policies, and established service-level standards.
- Determine eligibility for provisional credit and ensure required notices, credits, reversals, and case updates are completed accurately and on time.
- Prepare and submit chargebacks, representments, pre-arbitration responses, and other case actions through applicable card-network or processing platforms.
- Communicate with customers regarding claim status, required documentation, investigation outcomes, and next steps.
- Partner with branch staff, customer service, fraud, compliance, and other operational teams to resolve complex or escalated cases.
- Maintain thorough, accurate, and audit-ready case notes and supporting documentation.
- Monitor open cases, deadlines, exception reports, and work queues to ensure timely resolution.
- Identify trends, recurring merchant issues, suspicious activity, or potential process weaknesses and escalate concerns as appropriate.
- Protect confidential customer and bank information and follow information-security and record-retention requirements.
- Support departmental cross-training, procedure updates, quality reviews, audits, and special projects.
- Perform all other duties as assigned.
Benefits
- 401(k) with company match.
- Tuition reimbursement for full-time employees.
- Medical, dental, and vision coverage for full-time employees.
- Paid vacation for full-time employees.
- Part-time employees may receive up to 20 hours of paid vacation after three months if they work an average of at least 20 hours per week.
- Predictable schedule with major holidays off.
- Personal and professional development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
