Sr. Electronic Payments Specialist (Lawrence, MA)
Your Role
Investigate and resolve debit card and ACH disputes in accordance with Regulation E requirements
Determine claim validity, including unauthorized transactions, fraud, and error resolution
Ensure adherence to required timelines (e.g., provisional credit, final resolution deadlines)
Utilize the FINBOA platform to intake, document, track, and resolve claims
Maintain accurate case notes, documentation, and audit trails within the system
Monitor workflow queues to ensure timely processing
Process fraud and non-fraud claims (e.g., unauthorized use, merchant disputes)
Work with card networks (Visa/Mastercard) for chargebacks when applicable
Review transaction data and supporting documentation
Handle unauthorized ACH claims, stop payments, and revocations
Ensure compliance with NACHA rules and timelines
Process Written Statements of Unauthorized Debit (WSUD)
Communicate with customers regarding claim status, documentation needs, and outcomes
Provide clear explanations of decisions and regulatory rights
Ensure all actions comply with Regulation E, NACHA rules, and internal policies
Identify potential fraud patterns and escalate as needed
Serve as a subject matter expert (SME) for junior staff
Assist in training new hires on Reg E, ACH, and card dispute processes
Provide guidance on complex or escalated claims
Track claim metrics (volume, turnaround time, losses)
Identify process improvements and efficiency opportunities
Assist with updating procedures and job aids
Qualifications
- 3–5+ years of experience in electronic payments, disputes, or fraud operations
- Strong knowledge of: Regulation E (EFTA), ACH processing and NACHA rules, Debit card dispute and chargeback processes
- Experience using FINBOA or similar dispute management systems
- High attention to detail and strong analytical skills
- Strong written and verbal communication skills
Plus for You
- Experience in a banking or credit union environment
- Familiarity with card networks (Visa, Mastercard) rules
- Prior experience handling escalations or complex investigations
- Knowledge of fraud detection tools and systems