Dispute Resolution Specialist

About the Role

The Dispute Resolution Specialist is responsible for researching, processing, and resolving debit card disputes and fraud claims accurately and within required timeframes. This role communicates with customers and internal teams, reviews transaction documentation, applies applicable regulatory and card-network requirements, and maintains complete case records. The position supports positive customer experience while helping protect the bank and its customers from financial loss.

Responsibilities

• Receive, document, and process customer claims involving unauthorized, duplicate, incorrect, or otherwise disputed debit card transactions.
• Review account history, transaction details, customer statements, merchant information, and supporting documentation to determine the appropriate course of action.
• Conduct timely investigations in accordance with Regulation E, card-network rules, bank policies, and established service-level standards.
• Determine eligibility for provisional credit and ensure required notices, credits, reversals, and case updates are completed accurately and on time.
• Prepare and submit chargebacks, representments, pre-arbitration responses, and other case actions through applicable card-network or processing platforms.
• Communicate clearly and professionally with customers regarding claim status, required documentation, investigation outcomes, and next steps.
• Partner with branch staff, customer service, fraud, compliance, and other operational teams to resolve complex or escalated cases.
• Maintain thorough, accurate, and audit-ready case notes and supporting documentation.
• Monitor open cases, deadlines, exception reports, and work queues to ensure timely resolution.
• Identify trends, recurring merchant issues, suspicious activity, or potential process weaknesses and escalate concerns as appropriate.
• Protect confidential customer and bank information and follow all information-security and record-retention requirements.
• Support departmental cross-training, procedure updates, quality reviews, audits, and special projects.
• All other duties as assigned.

Qualifications

• High school diploma or equivalent.
• One year of experience in card services, deposit operations, fraud operations, customer service, or a related field.
• Working knowledge of Regulation E.

Skills

• Strong attention to detail and the ability to interpret transaction records and supporting documentation.
• Effective written and verbal communication skills.
• Ability to organize competing priorities, meet deadlines, and work accurately in a high-volume environment.
• Proficiency with Microsoft Office applications and the ability to learn card-processing and case-management systems.

Pay

$23.00+ per hour depending on experience.

Schedule

Part-Time and Full-Time positions available. No early mornings or late nights, enjoy a predictable schedule with major holidays off.

Benefits

Part-Time:

• 401(k) with company match
• Up to 20 hours of paid vacation after 3 months (must work an average of 20+ hours per week in order to be eligible for paid vacation)

Full-Time:

• 401(k) with company match
• Tuition reimbursement
• Medical, dental, and vision coverage
• Paid vacation and more!

Why Join Us

• Community Impact: Be part of a local bank deeply rooted in community values, contributing to the growth and prosperity of our neighborhoods.
• Innovation: Embrace a dynamic and evolving work environment that encourages fresh perspectives and continuous learning.
• Career Growth: Unlock future opportunities for personal and professional development as you navigate through our Pathways for Success.
• Celebration of Success: Join a team that values and celebrates individual and collective achievements.
• Work-Life Balance: Enjoy a predictable schedule with major holidays off.

This position is located in-office at our Operations Center in West Allis, WI.