Guest Services Dispute Analyst

Job Description

Posted Monday, August 10, 2026 at 4:00 AM

Tommy’s is looking for a highly organized, detail-oriented Dispute Analyst to join our team. In this role, you will be responsible for investigating guest payment disputes, gathering and analyzing account information, and preparing comprehensive, fact-based responses for financial institutions.

Success in this position requires strong analytical thinking, attention to detail, and the ability to gather information from multiple sources to build a clear and accurate timeline of events. Because dispute decisions are made by financial institutions, thorough documentation and objective, evidence-based case preparation are essential.

This role will also be cross-trained as a Guest Service Representative to provide guest and wash-location support during peak periods.

• Base pay and eligibility for annual profit-sharing bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• Dependent Care FSA with on-site Daycare options
• 401k match and complimentary financial planning services
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Growing nationwide brand / presence

• Collaborate with the Guest Services team to investigate and resolve payment disputes and chargebacks submitted through banks and credit card companies.
• Review guest accounts, transaction history, membership details, mobile app activity, and internal systems to analyze each dispute against available account data and company records.
• Build clear, organized, and compelling dispute cases supported by factual documentation and evidence.
• Prepare and submit dispute responses within required deadlines.
• Maintain accurate records and documentation throughout the dispute lifecycle.
• Monitor dispute trends and identify opportunities to reduce future chargebacks.
• Ensure all work complies with company policies and financial institution requirements.
• Remain objective and professional when reviewing guest claims, focusing on facts rather than emotion or opinion.
• Provide peak-period support as a Guest Service Representative, handling phone calls, chats, and other guest communications regarding account, billing, membership, and wash-related inquiries, and supporting wash locations with account research and membership support.
• Other duties as assigned; duties and responsibilities may change at any time with or without notice.

• High school diploma or GED required.
• Minimum of 2 years of experience in guest services, account support, administrative support, banking, collections, fraud prevention, claims processing, dispute resolution, or another detail-oriented role involving investigation and documentation.
• Friendly and service-oriented with a commitment to delivering exceptional guest experiences.
• Strong analytical and critical-thinking skills, with the ability to investigate issues, identify patterns, and make sound, fact-based decisions.
• Ability to respond effectively to immediate priorities and changing business needs.
• Strong computer skills, including proficiency in Microsoft Office (Outlook, Word, Excel, and Teams), and the ability to quickly learn new software and database systems.
• Excellent written and verbal communication skills, with the ability to create clear, organized, and factual documentation.
• Experience handling payment disputes, chargebacks, banking claims, or merchant services.
• Experience reviewing transaction histories, account records, or digital activity to investigate guest concerns.
• Familiarity with mobile applications and web-based software platforms.
• Detail-oriented with strong organizational and time-management skills, able to multitask and manage multiple priorities, cases, and deadlines in a fast-paced environment.
• Ability to maintain professionalism and objectivity when handling challenging guest situations.
• Process-orien…