Payment Disputes Analyst II

About the Role

The Payment Dispute Analyst is responsible for investigating, processing, resolving, and tracking payment disputes across debit card, ACH, Zelle, ATM, and other electronic payment channels. This role serves as a critical member of the Payment Operations organization, ensuring timely and accurate dispute resolution while maintaining compliance with Regulation E, NACHA Operating Rules, Mastercard Operating Regulations, BSA/AML requirements, and other applicable regulatory and network requirements. The analyst performs detailed transaction investigations, manages chargeback and recovery activities, documents case findings, and collaborates with cross-functional partners to resolve customer disputes and minimize financial losses. This position acts as a subject matter expert for dispute processing, fraud-related investigations, payment exception handling, and operational risk controls while supporting continuous improvement initiatives across the payment ecosystem.

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 (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.
• Regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
• Specific vision abilities are required due to computer work.
• Light to moderate lifting is required.
• Regular, predictable attendance is required.

Benefits

• Medical
• Dental
• Vision
• Paid Time Off
• 401k