Dispute & Recovery Services Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regular Full-Time Admin Support Workers  Des Moines, IA, US

2 days ago Requisition

Salary Range: $21.00 To $26.00 Hourly

SHAZAM recognizes that financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry.

And here’s the best part - we’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real r growth and development are top priorities and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening financial institutions.

This is a hybrid position based out of our Des Moines, IA office.

SHAZAM is looking for a Dispute and Recovery Services Specialist to join our team. In this role, you will r esearch, investigate, and resolve cardholder disputes and recovery exception items in accordance with established procedures to safeguard client accounts and minimize financial risk. Additionally, you will review disputed transactions, supporting documentation, and client feedback, and collaborate with team members to identify issues and determine appropriate resolutions.

• Manage the end‑to‑end processing of consumer disputes, including signature‑based and ATM/PIN‑based exception items, in accordance with network rules, federal regulations, and established timelines
• Research, analyze, and resolve disputed transactions using multiple systems and databases
• Accurately document dispute activity and ensure case information and procedures are properly recorded and maintained
• Communicate professionally with financial institutions, merchants, associations, and internal partners to determine transaction validity and resolution
• Reconcile and balance debit adjustments and retrieve transaction details as needed
• Analyze moderately complex and unique dispute scenarios, escalating to senior staff when appropriate to ensure accurate handling
• Recommend and support process improvements to enhance efficiency, quality, and risk mitigation
• Assist with training, research, and problem resolution for less experienced team members
• Participate in projects and initiatives to develop new tools and operational improvements
• Prepare routine reports on dispute volume and performance metrics

• Minimum of 3 years of experience in customer service or call center operations, banking back‑office functions, fraud detection, chargebacks, or dispute investigations strongly preferred
• Knowledge of banking regulations, including Regulation E, and debit card dispute processes
• Experience with Mastercard and Visa operating rules
• Proficiency in Microsoft Office Suite, including Teams, and general PC applications
• Strong verbal and written communication skills
• Strong organizational, time‑management, and problem‑solving skills
• Customer‑focused mindset with experience in service‑driven environments

• A mission-driven company with a strong sense of purpose
• A hybrid work environment that values flexibility and collaboration
• Opportunities for professional development and career growth
• A culture that values innovation, integrity, and community impact
• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Flexible spending and health savings accounts
• Life insurance and short- and…