Payment Disputes Analyst II

TBK Bank•Bettendorf, IA

6d•Onsite

About The Position

Join TBK Bank! At TBK Bank, a subsidiary of Triumph, we're a team of passionate, driven, collaborative, solutions-minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK means striving for excellence, while delivering with humility. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals. The Payment Dispute Analyst is responsible for investigating, processing, resolving, and tracking payment disputes across debit card, ACH, Zelle, ATM, and other electronic payment channels. This role serves as a critical member of the Payment Operations organization, ensuring timely and accurate dispute resolution while maintaining compliance with Regulation E, NACHA Operating Rules, Mastercard Operating Regulations, BSA/AML requirements, and other applicable regulatory and network requirements. The analyst performs detailed transaction investigations, manages chargeback and recovery activities, documents case findings, and collaborates with cross-functional partners to resolve customer disputes and minimize financial losses. This position acts as a subject matter expert for dispute processing, fraud-related investigations, payment exception handling, and operational risk controls while supporting continuous improvement initiatives across the payment ecosystem.

Requirements

2+ years of experience in payment operations, card operations, dispute processing, fraud operations, banking operations, or financial services.
Knowledge of debit card disputes, ACH transactions, ATM transactions, and digital payment dispute processes.
Strong analytical, investigative, and problem-solving skills.
Ability to interpret regulations, network rules, and operational procedures.
Strong attention to detail with the ability to manage multiple priorities and deadlines.
Proficiency with Microsoft Office applications, including Excel.

Nice To Haves

Experience with Mastercard or Visa dispute processing and chargeback management.
Working knowledge of Regulation E, NACHA Operating Rules, and payment network regulations.
Experience using dispute management, fraud monitoring, case management, or payment processing platforms.
Professional certifications related to payments, fraud prevention, risk management, or financial services operations.

Responsibilities

Investigate, process, and resolve payment disputes involving debit card, ATM, ACH, Zelle, and related electronic payment transactions.
Evaluate customer claims and supporting documentation to determine eligibility for provisional and final credit in accordance with regulatory requirements.
Maintain complete, accurate, and audit-ready case documentation throughout the dispute lifecycle.
Ensure dispute cases are processed within established service level agreements (SLAs) and regulatory timelines.
Prepare, submit, monitor, and track chargebacks, representments, pre-arbitration, arbitration, and compliance cases in accordance with network rules and operating procedures.
Track dispute outcomes and identify trends impacting chargeback volumes, losses, and recovery rates.
Escalate complex or high-risk cases as appropriate.
Ensure compliance with Regulation E, Mastercard Operating Regulations, NACHA Operating Rules, BSA/AML requirements, and applicable internal policies and procedures.
Maintain current knowledge of payment industry regulations, network rule changes, fraud trends, and dispute management best practices.
Identify potential operational, fraud, compliance, or customer risks and escalate concerns appropriately.
Support internal and external audits, examinations, and quality assurance reviews by providing accurate documentation and case support.
Communicate professionally with customers regarding dispute status, documentation requirements, and resolution outcomes.
Partner with Customer Support, Branches, Fraud Operations, Risk Management, Compliance, and other business partners to investigate and resolve escalated payment issues.
Respond to internal and external inquiries within established service standards.
Serve as a subject matter expert and provide guidance on dispute procedures, payment exceptions, and operational processes.
Complete general ledger entries, reconcile dispute-related accounts, and balance associated reports.
Monitor dispute queues and workloads to ensure timely completion of assigned cases.
Analyze dispute data to identify trends, root causes, operational gaps, and opportunities for process improvement.
Participate in initiatives that improve customer experience, enhance operational efficiency, strengthen controls, and reduce losses.
Perform additional payment operations responsibilities and special projects as assigned.
Perform other duties as assigned