Dispute Specialist
About The Position
As a Dispute Specialist, you'll play a critical role in helping customers navigate payment disputes and find timely, accurate resolutions. You'll serve as a trusted resource during challenging situations, investigating claims, collaborating across departments, and ensuring every customer receives exceptional service throughout the dispute process. This is a highly collaborative position with the rest of the Disputes Team and is not a remote work opportunity. If you're detail-oriented, enjoy problem-solving, and are passionate about customer service, this is an opportunity to build specialized expertise in banking operations, fraud prevention, and dispute resolution while making a meaningful difference for customers every day.
Requirements
- High school diploma or equivalent.
- Proficiency with Microsoft Office products.
- Strong written and verbal communication skills.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities while meeting deadlines.
- Strong analytical and problem-solving abilities.
- Ability to work both independently and collaboratively.
- Commitment to delivering exceptional customer service in a professional, non-judgmental manner.
Nice To Haves
- Previous banking experience.
- Experience with fraud investigations, chargebacks, or dispute resolution.
- Familiarity with payment processing and electronic banking transactions.
Responsibilities
- Assist customers with disputes involving Debit Cards, Credit Cards, Zelle, ATM transactions, ACH transactions, and Online Bill Pay.
- Investigate customer claims and gather supporting documentation from customers, merchants, card issuers, and internal departments.
- Process, research, and resolve chargebacks and cardholder disputes accurately and within required timelines.
- Manage disputes from initial intake through final resolution while providing timely customer communication throughout the process.
- Ensure compliance with Regulation E, Regulation Z, NACHA operating rules, and other applicable regulations.
- Track critical deadlines, required documentation, transaction processing activities, fees, and interest adjustments.
- Identify potential fraudulent activity and help protect the bank and its customers from fraud.
- Collaborate with team members and departments across the organization to provide a streamlined dispute resolution experience.
- Support continuous improvement efforts by identifying opportunities to enhance dispute procedures and workflows.
- Participate in ongoing training to stay current on regulations, industry best practices, and dispute management systems.
Benefits
- Medical Insurance and HSA
- Dental and Vision Insurance
- Basic Life, AD&D, and Long-Term Disability Insurance
- Supplemental Life and AD&D Coverage Options
- 401(k) with Employer Match
- Annual Incentive Program
- Paid Time Off (PTO) Accrual Each Pay Period
- Up to 12 Paid Holidays Per Year
- Childcare Reimbursement Program
- Employee Recognition Program
- Monthly Wellness Activities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
