Dispute Resolution Specialist

Tri City National Bank • West Allis, WI

4d • Onsite

About The Position

The Dispute Resolution Specialist researches, processes, and resolves debit card disputes and fraud claims accurately and within required timeframes. The role supports a positive customer experience while helping protect the bank and its customers from financial loss. It involves communicating with customers and internal teams, reviewing transaction documentation, applying regulatory and card-network requirements, and maintaining complete case records. This is an in-office position at the Operations Center in West Allis, Wisconsin. Compensation starts at $23.00 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 customer 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 the 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 professionally with customers about 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 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.
• Major holidays off.
• Predictable schedule with no early mornings or late nights.

What This Job Offers

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