Dispute Specialist

Position: Payment Dispute Specialist
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If you’re looking to build your career at a forward-thinking organization with deep community roots and a vision for growth, success, and giving back, you’ve come to the right place.

Get to know us:

We’re your local community bank—and have been since 1875—that is committed to providing excellent customer service and giving back to our communities.

We foster a collaborative, inclusive work environment as part of a close-knit team where your voice is valued and heard.

Our highly engaged employees are rewarded for their performance and have ample opportunities for cross-training and advancement within the organization.

We’ve been named one of the best places to work in Maine, and offer robust benefits focused on your holistic well-being.______________________________________________________________________________________________________________

Position Summary:

The Payment Dispute Specialist supports the Bank's payment dispute program by processing and investigating debit card and electronic payment fraud disputes in accordance with Regulation E, card network operating rules, Bank policies, and regulatory requirements. This position is responsible for reviewing dispute claims, gathering supporting documentation, processing provisional and final credits, managing chargebacks and recoveries, and ensuring disputes are resolved accurately and within required time frames.

The Payment Dispute Specialist works closely with internal stakeholders, Fraud Mitigation, Deposit Operations, and other business partners to deliver positive customer experiences while helping mitigate fraud losses. The position identifies potential fraud trends or concerns for escalation to senior team members and management.

Essential Duties and Responsibilities:

Receive, review, investigate, and process payment dispute claims submitted through branch, customer care center, digital, and written channels.

Resolve disputes across multiple payment types including debit card, Zelle, and emerging payment channels.

Determine dispute eligibility and adjudicate claims in accordance with applicable regulations, network rules, and Bank policies

Conduct investigations involving unauthorized transactions, fraud claims, ATM transactions, duplicate transactions, and card-present/card-not-present activity.

Gather, analyze, and evaluate supporting documentation, transaction data, customer statements, merchant information, fraud monitoring alerts, and network responses to support dispute resolution.

Monitor and manage dispute case timelines to ensure compliance with regulatory, network, and internal service-level requirements.

Process provisional credits, final credits, debits, adjustments, recoveries, and related account transactions within established timelines.

Submit, manage, and respond to chargebacks, representments, pre-arbitration, and arbitration cases through applicable payment networks.

Utilize dispute management, card processing, and fraud monitoring systems to accurately manage dispute cases and support resolution activities.

Identify, monitor, and escalate high-risk fraud disputes, significant loss events, and emerging fraud trends to management as appropriate.

Support branches and customer service representatives in researching and resolving dispute-related inquiries

Monitor activity for potential Bank Secrecy Act (BSA), Anti-Money Laundering (AML), or suspicious activity reporting requirements and escalate concerns in accordance with established procedures.

Perform all duties in accordance with regulatory requirements, the Bank's Risk Management Framework, and applicable policies and standards.

Basic Qualifications:

2+ years of banking or related experience

High school diploma or equivalent required

Proficient with Microsoft Office suite (Excel, Word, Powerpoint)

Preferred Qualifications:

Experience with debit card dispute processing systems and chargeback platforms

Prior experience with card operations, payment processing, fraud mitigation, or dispute resolution

Knowledge of Regulation E dispute requirements

Experience with Centrix Dispute Tracking System

Experience with Visa, Jack Henry, and Pulse networks

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