Dispute Specialist

What You'll Do

• Assist customers with disputes involving:Debit Cards, Credit Cards, Zelle, ATM transactions, ACH transactions, Online Bill Pay.
• Investigate customer claims and gather supporting documentation from customers, merchants, card issuers, and internal departments.
• Process, research, and resolve chargebacks and cardholder disputes accurately and within required timelines.
• Manage disputes from initial intake through final resolution while providing timely customer communication throughout the process.
• Ensure compliance with Regulation E, Regulation Z, NACHA operating rules, and other applicable regulations.
• Track critical deadlines, required documentation, transaction processing activities, fees, and interest adjustments.
• Identify potential fraudulent activity and help protect the bank and its customers from fraud.
• Collaborate with team members and departments across the organization to provide a streamlined dispute resolution experience.
• Support continuous improvement efforts by identifying opportunities to enhance dispute procedures and workflows.
• Participate in ongoing training to stay current on regulations, industry best practices, and dispute management systems.

What You'll Bring

• High school diploma or equivalent.
• Proficiency with Microsoft Office products.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Able to manage multiple priorities while meeting deadlines.
• Strong analytical and problem-solving abilities.
• Able to work both independently and collaboratively.
• Commitment to delivering exceptional customer service in a professional, non-judgmental manner.

Skills for Success

• Successful Candidates Will Demonstrate The Ability To Learn and apply complex banking regulations and operating rules.
• Follow established procedures while maintaining accuracy and compliance.
• Analyze transaction data and investigate complex customer claims.
• Build strong relationships with customers, merchants, vendors, and internal teams.
• Adapt to changing business needs and priorities.
• Utilize technology and banking systems effectively, including platforms such as Intercept, Base2000, Finboa, and FCM.
• Communicate professionally across phone, email, chat, and face-to-face interactions.

Success Looks Like

• Disputes are resolved accurately and within regulatory requirements.
• Clients feel informed, supported, and treated with respect throughout the process.
• Potential fraud is identified and addressed proactively.
• Strong partnerships are built across departments and with external stakeholders.
• Regulatory compliance and documentation standards are consistently maintained.
• The dispute process continues to improve through teamwork and innovation.