Disputes Analyst

About the role

You will lead the investigation and resolution of complex debit card disputes involving fraud and non-fraud claims. You will serve as a subject matter expert for dispute operations, support quality and process improvement initiatives, and provide guidance to junior analysts while ensuring compliance with network regulations and client requirements. The ideal candidate brings extensive dispute investigation experience, strong risk assessment capabilities, and a deep understanding of payments and card dispute regulations.

Responsibilities

• Conduct end-to-end investigations of complex debit card disputes involving fraud, unauthorized activity, merchant disputes, processing errors, duplicate billing, service-related disputes, and scam claims.
• Evaluate evidence, customer documentation, account activity, merchant responses, and transactional data to determine appropriate claim outcomes.
• Ensure compliance with Visa, Client, regulatory requirements, and client-specific dispute procedures.
• Review escalated and high-risk disputes requiring advanced investigation or judgment-based decision making.
• Identify fraud patterns, emerging trends, operational risks, and control gaps and recommend corrective actions.
• Provide coaching, mentorship, and subject matter expertise to analysts and new team members.
• Support quality reviews, root-cause analysis, audit readiness activities, and operational reporting.
• Partner with fraud operations, compliance, card services, risk management, and client stakeholders to resolve complex cases.
• Drive continuous improvement initiatives focused on customer experience, operational efficiency, and dispute resolution quality.
• Support implementation of process enhancements, automation opportunities, and network rule changes.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3-5+ years of experience in card disputes, fraud investigations, chargebacks, claims processing, payments, or banking operations.
• Strong understanding of debit card fraud and non-fraud dispute lifecycles.
• Experience interpreting and applying card network operating regulations.
• Demonstrated ability to investigate complex cases and make risk-based decisions.
• Strong analytical, organizational, and communication skills.
• Advanced proficiency with Microsoft Office applications and case management systems.