Dispute Analyst

Accountabilities

The Dispute Analyst is responsible for managing the complete dispute resolution process, ensuring claims are reviewed accurately, handled within required timelines, and aligned with applicable regulations and internal procedures. The role combines investigation, customer communication, risk analysis, and operational support to help minimize losses and improve dispute outcomes.

Receive, analyze, research, and resolve incoming dispute claims and first payment default cases while meeting service-level expectations. Investigate transaction details, identify root causes, and determine appropriate outcomes using available resources and sound judgment. Communicate professionally with customers, merchants, financial institutions, and internal stakeholders through phone, email, fax, and written correspondence. Review suspicious or questionable claims and identify potential risks or patterns requiring additional attention. Support collection efforts by contacting past-due customers to obtain payments or resolve account-related issues. Monitor disputed transactions to identify trends, risks, and opportunities for process improvement. Manage dispute-related email inquiries and provide timely responses. Collaborate with team members and complete additional operational tasks as assigned by management.

Requirements

The ideal candidate is a detail-oriented and reliable professional with strong communication skills and the ability to manage multiple priorities in a deadline-driven environment. The role requires analytical thinking, customer service capabilities, and the ability to follow established procedures while adapting to changing business needs.

• Associate degree in business, finance, communication, marketing, or a related field, or at least one year of relevant experience.
• Experience in dispute resolution, financial services, customer support, claims processing, or a related field is preferred.
• Strong research and problem-solving abilities with excellent attention to detail.
• Able to analyze information, apply sound judgment, and make accurate decisions.
• Strong written and verbal communication skills with the ability to interact professionally with various stakeholders.
• Ability to manage deadlines, prioritize tasks, and work effectively in a fast-paced environment.
• Comfortable working independently while also collaborating with a team.
• Proficiency with standard office technology, including word processing, spreadsheets, and internet-based tools.
• Able to interpret procedures, policies, and operational documentation.