Payment Dispute Specialist
About The Position
The Payment Dispute Specialist supports the Bank's payment dispute program by processing and investigating debit card and electronic payment fraud disputes in accordance with Regulation E, card network operating rules, Bank policies, and regulatory requirements. This position is responsible for reviewing dispute claims, gathering supporting documentation, processing provisional and final credits, managing chargebacks and recoveries, and ensuring disputes are resolved accurately and within required timeframes. The Payment Dispute Specialist works closely with internal stakeholders, Fraud Mitigation, Deposit Operations, and other business partners to deliver positive customer experiences while helping mitigate fraud losses. The position identifies potential fraud trends or concerns for escalation to senior team members and management.
Requirements
- 2+ years of banking or related experience
- High school diploma or equivalent required
- Proficient with Microsoft Office suite (Excel, Word, Powerpoint)
Nice To Haves
- Experience with debit card dispute processing systems and chargeback platforms
- Prior experience with card operations, payment processing, fraud mitigation, or dispute resolution
- Knowledge of Regulation E dispute requirements
- Experience with Centrix Dispute Tracking System
- Experience with Visa, Jack Henry, and Pulse networks
- Associate or bachelor’s degree in business, finance, accounting, or related field
- Strong understanding of debit card transaction processing and payment networks
- Ability to independently make sound decisions, exercise good judgment, and maintain confidentiality
- Working knowledge of debit card, ATM, Zelle, and other electronic payment channels
- Strong investigative, analytical, and problem-solving abilities
- Ability to identify fraud patterns and recommend preventative solutions
- Excellent attention to detail, organization and documentation skills
- Ability to interpret regulations, operating rules, and procedural requirements
- Ability to manage multiple priorities while meeting strict regulatory deadlines
- Ability to meet established productivity, accuracy, quality assurance, and regulatory compliance standards
- Strong written and verbal communication skills
Responsibilities
- Receive, review, investigate, and process payment dispute claims submitted through branch, customer care center, digital, and written channels.
- Resolve disputes across multiple payment types including debit card, Zelle, and emerging payment channels.
- Determine dispute eligibility and adjudicate claims in accordance with applicable regulations, network rules, and Bank policies
- Conduct investigations involving unauthorized transactions, fraud claims, ATM transactions, duplicate transactions, and card-present/card-not-present activity.
- Gather, analyze, and evaluate supporting documentation, transaction data, customer statements, merchant information, fraud monitoring alerts, and network responses to support dispute resolution.
- Monitor and manage dispute case timelines to ensure compliance with regulatory, network, and internal service-level requirements.
- Process provisional credits, final credits, debits, adjustments, recoveries, and related account transactions within established timelines.
- Submit, manage, and respond to chargebacks, representments, pre-arbitration, and arbitration cases through applicable payment networks.
- Utilize dispute management, card processing, and fraud monitoring systems to accurately manage dispute cases and support resolution activities.
- Identify, monitor, and escalate high-risk fraud disputes, significant loss events, and emerging fraud trends to management as appropriate.
- Support branches and customer service representatives in researching and resolving dispute-related inquiries
- Monitor activity for potential Bank Secrecy Act (BSA), Anti-Money Laundering (AML), or suspicious activity reporting requirements and escalate concerns in accordance with established procedures.
- Perform all duties in accordance with regulatory requirements, the Bank's Risk Management Framework, and applicable policies and standards.
Benefits
- Robust medical, dental, and vision insurance packages
- Generous time off, including paid federal holidays and paid day off for your birthday
- 401(k) retirement savings plan
- Tuition reimbursement, professional development, and career growth opportunities
- Employee assistance program
- Comprehensive wellness program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
