Payment Disputes Analyst II

Essential Duties & Responsibilities

• Investigate, process, and resolve payment disputes involving debit card, ATM, ACH, Zelle, and related electronic payment transactions.
• Evaluate customer claims and supporting documentation to determine eligibility for provisional and final credit in accordance with regulatory requirements.
• Maintain complete, accurate, and audit-ready case documentation throughout the dispute lifecycle.
• Ensure dispute cases are processed within established service level agreements (SLAs) and regulatory timelines.
• Prepare, submit, monitor, and track chargebacks, representments, pre-arbitration, arbitration, and compliance cases in accordance with network rules and operating procedures.
• Track dispute outcomes and identify trends impacting chargeback volumes, losses, and recovery rates.
• Escalate complex or high-risk cases as appropriate.
• Ensure compliance with Regulation E, Mastercard Operating Regulations, NACHA Operating Rules, BSA/AML requirements, and applicable internal policies and procedures.
• Maintain current knowledge of payment industry regulations, network rule changes, fraud trends, and dispute management best practices.
• Identify potential operational, fraud, compliance, or customer risks and escalate concerns appropriately.
• Support internal and external audits, examinations, and quality assurance reviews by providing accurate documentation and case support.
• Communicate professionally with customers regarding dispute status, documentation requirements, and resolution outcomes.
• Partner with Customer Support, Branches, Fraud Operations, Risk Management, Compliance, and other business partners to investigate and resolve escalated payment issues.
• Respond to internal and external inquiries within established service standards.
• Serve as a subject matter expert and provide guidance on dispute procedures, payment exceptions, and operational processes.
• Complete general ledger entries, reconcile dispute-related accounts, and balance associated reports.
• Monitor dispute queues and workloads to ensure timely completion of assigned cases.
• Analyze dispute data to identify trends, root causes, operational gaps, and opportunities for process improvement.
• Participate in initiatives that improve customer experience, enhance operational efficiency, strengthen controls, and reduce losses.
• Perform additional payment operations responsibilities and special projects as assigned.
• Perform other duties as assigned

Experience & Education

• 2+ years of experience in payment operations, card operations, dispute processing, fraud operations, banking operations, or financial services.
• Knowledge of debit card disputes, ACH transactions, ATM transactions, and digital payment dispute processes.
• Strong analytical, investigative, and problem-solving skills.
• Ability to interpret regulations, network rules, and operational procedures.
• Strong attention to detail with the ability to manage multiple priorities and deadlines.
• Proficiency with Microsoft Office applications, including Excel.

Preferred Qualifications

• Experience with Mastercard or Visa dispute processing and chargeback management.
• Working knowledge of Regulation E, NACHA Operating Rules, and payment network regulations.
• Experience using dispute management, fraud monitoring, case management, or payment processing platforms.
• Professional certifications related to payments, fraud prevention, risk management, or financial services operations.

Work Environment

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.
• Occasional stooping or kneeling may be necessary.
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
• Specific vision abilities are required by this job due to computer work.
• Light to moderate lifting is required.
• Regular, predictable attendance is required.

Benefits

• Medical
• Dental
• Vision
• Paid Time Off
• 401k and much more