Dispute Resolution Analyst

Major Duties and Responsibilities

• Review, research, and respond to company credit card disputes, chargebacks, and related inquiries in a timely manner.
• Investigate disputed transactions by reviewing customer information, sales records, receipts, authorization data, and supporting documentation.
• Partner with the Fraud Analyst to review customer accounts, coordinate investigations, document findings, and assist with escalated cases.
• Prepare and submit dispute responses through the appropriate payment processors, financial institutions, or case management systems.
• Communicate with internal departments to obtain documentation and information necessary to resolve disputes.
• Monitor dispute cases from initiation through resolution while ensuring all deadlines are met.
• Identify dispute trends, recurring issues, and opportunities to improve internal processes and reduce financial losses.
• Maintain accurate records of dispute activity, recoveries, supporting documentation, and case outcomes.
• Record dispute-related transactions, chargebacks, recoveries, and adjustments in QuickBooks.
• Partner with the Revenue Accountant to accurately and timely post revenue entries.
• Serve as backup to the Revenue Accountant by assisting with revenue accounting duties, documentation, and routine financial postings as needed.
• Support reporting requests, audits, and operational reviews related to dispute activity.
• Ensure compliance with company policies, card network regulations, data security standards, and applicable financial regulations.
• Escalate complex or high-risk dispute cases to management when appropriate.
• Absorb and perform other duties as assigned by management.

Qualifications

• Associate's degree or higher in Accounting, Finance, Business, or a related field preferred.
• Previous experience in dispute resolution, chargebacks, accounts receivable, accounting, finance operations, credit card processing, or a related field preferred.
• Strong analytical and problem-solving skills with the ability to evaluate financial transactions and supporting documentation.
• Excellent written and verbal communication skills.
• Strong attention to detail, organization, and accuracy.
• Ability to prioritize multiple assignments and meet deadlines in a fast-paced environment with minimal supervision.
• Proficient in Microsoft Office, including Word, Excel, and Outlook.
• Working knowledge of QuickBooks or similar accounting software preferred.
• Knowledge of credit card dispute processes, payment processors, merchant services, or chargeback procedures is preferred.
• Ability to maintain confidentiality while handling sensitive financial and customer information.
• Must embrace change, demonstrate accountability, and work collaboratively across departments.

Benefits

• Healthcare after 60 days of employment
• Weekly paychecks
• Employee credit each week to bid on our items after 60 days of employment
• 401(k) with employer match after 90 days of employment
• Employee Referral Program
• 5 days PTO after 90 days of employment

About the Role

This role works closely with internal teams, customers, financial institutions, and payment processors to ensure timely and accurate dispute resolution. The position also supports revenue accounting by assisting with revenue postings and serving as a backup for routine accounting functions.