Dispute Specialist

Dispute Specialist

As a Dispute Specialist, you'll play a critical role in helping customers navigate payment disputes and find timely, accurate resolutions. You'll serve as a trusted resource during challenging situations, investigating claims, collaborating across departments, and ensuring every customer receives exceptional service throughout the dispute process. Since this is a highly collaborative position with the rest of the Disputes team, this is not a remote work opportunity.

If you're detail-oriented, enjoy problem-solving, and are passionate about customer service, this is an opportunity to build specialized expertise in banking operations, fraud prevention, and dispute resolution while making a meaningful difference for customers every day.

Our core values guide everything we do:
Make a Difference, Relationships Matter, Live with Integrity, Love What We Do, Share Positivity. When you join SBSU, you're joining a team that lives these values every day.

What You'll Do:

• Assist customers with disputes involving:
  Debit Cards, Credit Cards, Zelle, ATM transactions, ACH transactions, Online Bill Pay
• Investigate customer claims and gather supporting documentation from customers, merchants, card issuers, and internal departments.
• Process, research, and resolve chargebacks and cardholder disputes accurately and within required timelines.
• Manage disputes from initial intake through final resolution while providing timely customer communication throughout the process.
• Ensure compliance with Regulation E, Regulation Z, NACHA operating rules, and other applicable regulations.
• Track critical deadlines, required documentation, transaction processing activities, fees, and interest adjustments.
• Identify potential fraudulent activity and help protect the bank and its customers from fraud.
• Collaborate with team members and departments across the organization to provide a streamlined dispute resolution experience.
• Support continuous improvement efforts by identifying opportunities to enhance dispute procedures and workflows.
• Participate in ongoing training to stay current on regulations, industry best practices, and dispute management systems.

What You'll Bring:

• High school diploma or equivalent.
• Proficiency with Microsoft Office products.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities while meeting deadlines.
• Strong analytical and problem-solving abilities.
• Ability to work both independently and collaboratively.
• Commitment to delivering exceptional customer service in a professional, non-judgmental manner.

Preferred Qualifications:

• Previous banking experience.
• Experience with fraud investigations, chargebacks, or dispute resolution.
• Familiarity with payment processing and electronic banking transactions.

Skills for Success:

• Learn and apply complex banking regulations and operating rules.
• Follow established procedures while maintaining accuracy and compliance.
• Analyze transaction data and investigate complex customer claims.
• Build strong relationships with customers, merchants, vendors, and internal teams.
• Adapt to changing business needs and priorities.
• Utilize technology and banking systems effectively, including platforms such as Intercept, Base
  2000, Finboa, and FCM.
• Communicate professionally across phone, email, chat, and face-to-face interactions.

What Success Looks Like:

• Disputes are resolved accurately and within regulatory requirements.
• Customers feel informed, supported, and treated with respect throughout the process.
• Potential fraud is identified and addressed proactively.
• Strong partnerships are built across departments and with external stakeholders.
• Regulatory compliance and documentation standards are consistently maintained.
• The dispute process continues to improve through teamwork and innovation.

Benefits:

• Medical Insurance and HSA
• Dental and Vision Insurance
• Basic Life, AD&D, and Long-Term Disability Insurance
• Supplemental Life and AD&D Coverage Options
• 401(k) with Employer Match
• Annual Incentive Program
• Paid Time Off (PTO) Accrual Each Pay Period
• Up to 12 Paid Holidays Per Year
• Childcare Reimbursement Program
• Employee Recognition Program
• Monthly Wellness Activities

Work Location:

This is an on-site position and is not eligible for remote work.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.