Dispute Specialist

Cedar Main Branch
377 N Main
Cedar City, UT 84721, USA

The Dispute Specialist will help bank customers resolve payment and charge disputes. This position will require being trained in the processes for resolving payment disputes through channels that are subject to regulatory deadlines, for products such as Debit Cards, Credit Cards, Zelle, ATM, ACH, and Online bill pay. This position requires the candidate to collaborate with other bank departments and dispute team members to provide a streamlined dispute resolution process from intake to resolution, with the goal of giving our customers the best possible experience.

Dispute Specialists will be the primary liaison between card issuers, merchants, and the customer to gather information, conduct investigations into customer disputes, and provide a timely resolution.

• Responsible for assisting customers with disputes involving Debit Cards, Credit Cards, Zelle, ATM, ACH, and Online bill pay.
• Responsible for processing, researching, and resolving cardholder claims while ensuring that chargebacks are processed accurately and in a timely manner.
• May assist the Dispute Manager to help identify and recommend updates and/or improvements regarding the bank-wide dispute process.
• Establish expertise on Reg E, Reg Z, and other applicable regulations. Comply with regulatory deadlines and recordkeeping requirements.
• Understand POS, ACH, and related electronic return deadlines.
• Proactively detect fraud and protect the bank from fraud.
• Responsible for all activities surrounding the dispute process including client communications, investigations, tracking all associated timelines and tasks, transaction processing and fee and interest review.
• Provide excellent customer service. Ensure that your team communicates effectively with customers in a non-judgmental manner. Explain bank liability and deadlines to customers who are seeking refunds.
• May be required to attend relevant training to keep up on best practices regarding disputes, relevant regulations, and our software.

• High School Graduate
• Proficient with Microsoft Office products

• General banking experience
• Experience with fraud or charge disputes

• Must be able to become knowledge of Regulation E and Nacha Operating rules, knowledge of and ability to interpret and disseminate information regarding federal regulations and state banking law
• Ability to learn, familiarize, and understand software systems to obtain needed functionality and objectives. Current systems are Intercept, Base
  2000, Finboa, and FCM.
• Strong written and oral communication skills over a variety of channels that include making and receiving phone calls, email, face to face, chat for overall team synergy and production
• Strong analytical and problem-solving skills; ability to resolve complex issues with minimal direction
• Ability to adapt to changing business needs and prioritize accordingly
• Ability to foster strong relationships with internal and external stakeholders
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment. Must be able to prioritize work to meet deadlines.
• Intermediate knowledge of Microsoft Office Suite; particularly Word and Excel
• Ability to follow written procedures to ensure adherence to regulation

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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