Guest Services Dispute Analyst

Tommy's•Holland, MI

4d•Onsite

About The Position

Tommy’s is looking for a highly organized, detail-oriented Dispute Analyst to join our team. In this role, you will be responsible for investigating guest payment disputes, gathering and analyzing account information, and preparing comprehensive, fact-based responses for financial institutions. Success in this position requires strong analytical thinking, attention to detail, and the ability to gather information from multiple sources to build a clear and accurate timeline of events. Because dispute decisions are made by financial institutions, thorough documentation and objective, evidence-based case preparation are essential. This role will also be cross-trained as a Guest Service Representative to provide guest and wash-location support during peak periods.

Requirements

High school diploma or GED required.
Minimum of 2 years of experience in guest services, account support, administrative support, banking, collections, fraud prevention, claims processing, dispute resolution, or another detail-oriented role involving investigation and documentation.
Friendly and service-oriented with a commitment to delivering exceptional guest experiences.
Strong analytical and critical-thinking skills, with the ability to investigate issues, identify patterns, and make sound, fact-based decisions.
Ability to respond effectively to immediate priorities and changing business needs.
Strong computer skills, including proficiency in Microsoft Office (Outlook, Word, Excel, and Teams), and the ability to quickly learn new software and database systems.
Excellent written and verbal communication skills, with the ability to create clear, organized, and factual documentation.
Experience handling payment disputes, chargebacks, banking claims, or merchant services.
Experience reviewing transaction histories, account records, or digital activity to investigate guest concerns.
Familiarity with mobile applications and web-based software platforms.
Detail-oriented with strong organizational and time-management skills, able to multitask and manage multiple priorities, cases, and deadlines in a fast-paced environment.
Ability to maintain professionalism and objectivity when handling challenging guest situations.
Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
High level of integrity and dependability with a strong sense of urgency and results-orientation
Views guest care as a top priority; exhibits a positive can-do attitude
Displays a strong initiative and drive to identify gaps and fill them

Responsibilities

Collaborate with the Guest Services team to investigate and resolve payment disputes and chargebacks submitted through banks and credit card companies.
Review guest accounts, transaction history, membership details, mobile app activity, and internal systems to analyze each dispute against available account data and company records.
Build clear, organized, and compelling dispute cases supported by factual documentation and evidence.
Prepare and submit dispute responses within required deadlines.
Maintain accurate records and documentation throughout the dispute lifecycle.
Monitor dispute trends and identify opportunities to reduce future chargebacks.
Ensure all work complies with company policies and financial institution requirements.
Remain objective and professional when reviewing guest claims, focusing on facts rather than emotion or opinion.
Provide peak-period support as a Guest Service Representative, handling phone calls, chats, and other guest communications regarding account, billing, membership, and wash-related inquiries, and supporting wash locations with account research and membership support.
Other duties as assigned; duties and responsibilities may change at any time with or without notice.

Benefits

Base pay and eligibility for annual profit-sharing bonus
Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
Dependent Care FSA with on-site Daycare options
401k match and complimentary financial planning services
Paid time off and paid holidays
Opportunity for continued education and tuition assistance
Valuable learning and development program
Significant ability to grow internally for motivated and strong performing team members
Fun, energetic, family-oriented work culture with an emphasis on team member morale
Growing nationwide brand / presence