Dispute Specialist I

OnPoint Credit Union • Portland, OR

18h

About The Position

The Dispute Specialist I is a contributing member of the Fraud – Disputes team, supporting our charter to balance fraud prevention with member service, recovering funds when possible, while operating within regulatory compliance and applying the appropriate guidelines for liability on disputes. This position will also support the team through prevention and mitigation of card level fraud, and assisting partners in Contact Center and Branches to educate and inform members regarding disputes and losses. Dispute Specialists effectively utilize resources to consistently provide the very highest level of service to members, branches, and other departments, and work effectively in a team environment with a curious mind, embracing problem-solving.

Requirements

• High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
• 1–3 years of experience in credit card disputes, chargebacks, fraud operations, or financial services.
• Working knowledge of chargeback rules and card network regulations
• Strong analytical and problem-solving skills
• Excellent attention to detail and time management abilities
• Effective written and verbal communication skills
• Proficiency with Microsoft Office applications

Nice To Haves

• Experience with Visa Claims Resolution (VCR), Mastercard Ethoca, or similar platforms
• Familiarity with Regulation E, Regulation Z, and consumer protection laws
• Strong interpersonal and communication skills
• Ability to motivate and support a team effectively
• Ability to handle sensitive information with confidentiality
• Willingness to work within an environment that is not easily defined within codified process and procedures, an eagerness to build a cumulative knowledge about risk and fraud across products and services, and looking for continuous improvement for the team and our members.

Responsibilities

• Review and investigate credit card transaction disputes, including fraud, non-receipt, billing errors, and authorization issues
• Analyze transaction data, supporting documentation, and customer claims to determine dispute liability.
• Process chargebacks and representment cases in compliance with card network rules (Visa).
• Communicate with members, merchants, and internal teams regarding dispute status and outcomes.
• Assist in de-escalation of member discussions and resolve calls while providing guidance and education.
• Ensure disputes are handled within required timeframes and regulatory guidelines
• Maintain accurate records and documentation for audit and compliance purposes
• Identify trends or recurring issues and recommend process improvements
• Adhere to all internal controls, policies, and regulatory requirements

What This Job Offers

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