Debit Card Disputes & Operations Representative (onsite)

Location: Newtown, CT. This is an onsite opportunity at our corporate office with a remote option of one day per week.

About the role

Newtown Savings Bank is seeking an individual with 1-3 years of financial services experience to administer debit card customer transaction disputes in a timely, accurate, and compliant manner. This role reviews, investigates, processes, and resolves disputes in accordance with regulatory requirements, payment network rules, and established bank procedures. The position works closely with branch staff, Customer Service Center personnel, vendors, and internal departments to support dispute resolution efforts, recover funds when possible, identify emerging trends, and enhance operational effectiveness.

Responsibilities

• Reviews incoming customer disputes to ensure all documentation is complete, accurate, and properly submitted.
• Collaborates with originating employees to resolve discrepancies, correct errors, and obtain additional information as needed.
• Investigates and resolves customer transaction disputes within regulatory timeframes and established service standards.
• Initiates required account credits and debits, ensures timely customer notifications, and utilizes vendor platforms to facilitate dispute resolution and recovery efforts.
• Identifies, documents, and communicates emerging dispute and operational trends.
• Supports the collection and analysis of information used for incident reporting, loss prevention initiatives, and process improvement efforts.
• Escalates significant concerns, risks, or patterns to management as appropriate.
• Recommends enhancements to dispute processing systems, procedures, and workflows to improve efficiency, strengthen controls, reduce losses, and enhance the customer experience.
• Serves as a resource for branch personnel and Customer Service Center employees by providing guidance and support related to dispute processing.
• Responds to inquiries promptly and professionally while ensuring consistency with established policies, procedures, and regulatory requirements.
• Completes monthly reconciliations of payment-related general ledger accounts and resolves outstanding balancing items in a timely manner.
• Supports debit card operations by working closely with the eServices team to assist with card-related servicing, issue resolution, operational processes, customer support activities, and the implementation of enhancements that improve the overall cardholder experience.
• Maintains compliance with all applicable federal and state regulations, agency guidance, and payment network rules, including but not limited to Visa, NACHA, and Zelle requirements.
• Supports internal and external audits, regulatory examinations, and compliance reviews by gathering requested documentation, preparing reports, and responding to information requests.
• Maintains current knowledge of dispute processing requirements, trends, industry best practices, and regulatory developments.
• Participates in industry forums, training opportunities, and professional discussions to support ongoing expertise and organizational readiness.

Requirements

• Associates degree or equivalent work experience in a related function (e.g., banking operations, fraud prevention/detection, legal/compliance).
• Minimum 1-3 years of experience in financial services.
• Strong working knowledge of applicable federal and state regulations/laws (Reg E, Reg Z, UDAAP) and payment association rules (Visa, NACHA, Zelle).
• Critical thinking skills and ability to work independently to complete assigned responsibilities.
• Ability to research and perform routine investigations independently.
• Strong analytical skills and instincts (e.g., recognizing suspicious activity, identifying when additional assessment is prudent and when escalation is appropriate).
• Effective time management skills ensuring time is used efficiently and productively.
• Excellent written and verbal communication skills.
• High degree of accuracy and attention to detail.
• Ability to work collaboratively within the team and cooperatively with other areas of the bank.
• Strong working knowledge of MS Office Suite.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Generous 401(k) plan.
• Medical benefits.
• Paid time off.
• Short- and long-term disability programs.