Dispute Specialist

Payment Dispute Specialist

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.

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
• Associate or bachelor's degree in business, finance, accounting, or related field

Skills and Abilities:

• Strong understanding of debit card transaction processing and payment networks
• Ability to independently make sound decisions, exercise good judgment, and maintain confidentiality
• Working knowledge of debit card, ATM, Zelle, and other electronic payment channels
• Strong investigative, analytical, and problem-solving abilities
• Ability to identify fraud patterns and recommend preventative solutions
• Excellent attention to detail, organization and documentation skills
• Ability to interpret regulations, operating rules, and procedural requirements
• Ability to manage multiple priorities while meeting strict regulatory deadlines
• Ability to meet established productivity, accuracy, quality assurance, and regulatory compliance standards
• Strong written and verbal communication skills

The statements contained herein reflect general details as necessary to describe the principle functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or to equalize peak work periods to balance workloads.

We encourage candidates to consult with their Talent Partner throughout the recruiting process to better understand how their experience aligns with the role, as well as details on compensation and our total rewards…