Dispute Resolution Associate

Welcome to Peoples Bank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, we are proud to lead the way in green values, sustainable energy financing, and charitable giving. Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates.

Our award‑winning culture has earned us recognition as the Best Place to Work and Best Local Bank.

The Dispute Resolution Associate (Electronic Case Review Representative) serves as the primary point of contact for all customer dispute‑related inquiries, ensuring an efficient and positive experience throughout the resolution process. This role is responsible for investigating, analyzing, and resolving Reg E and ACH disputes in compliance with all applicable regulations. Working closely with merchants, bank partners, and internal departments, the representative gathers information, evaluates transaction data, and maintains accurate case documentation from initiation through resolution.

In addition to dispute review, this position supports a broad range of functions within the Electronic Banking department, including online banking inquiries, mobile deposit tasks, and ATM/Debit Card maintenance. The representative also assists with card‑related research, escalated issues, and the continuous improvement of departmental procedures. Success in this role requires exceptional attention to detail, strong communication skills, and the ability to manage multiple cases simultaneously in a fast‑paced, compliance‑driven environment.

• Investigate and resolve Reg E disputes in a timely and compliant manner
• Analyze transaction data and supporting documentation to determine validity of each dispute
• Communicate with merchants and internal departments to gather necessary information
• Ensure compliance with Reg‑E, NACHA and other applicable regulations
• Maintain accurate records of case progress, decisions, and resolutions
• Identify trends or reoccurring issues and escalated when needed
• Provide exceptional customer service during the dispute process
• Perform required online banking and mobile deposit tasks. Respond to inquiries and perform problem resolution as necessary
• Act as the secondary contact for all ATM/Debit Card ordering and maintenance functions, including processing of ATM/Debit Card maintenance forms and requests
• Review and update procedures, as necessary
• Serve as the primary contact for card‑related research and escalated issues including closed card charges
• Complete all yearly compliance training and testing and comply with bank, federal, and state regulations
• Comply with Bank Policies and Procedures
• Other related duties may be assigned

• High school diploma and two to three years of related experience; OR training OR a combination of training and education

• Experience in dispute resolution, banking operations or fraud investigation
• Strong knowledge of Reg‑E and ACH dispute procedures
• Excellent attention to detail and organizational skills
• Effective verbal and written communication skills
• Ability to work independently and manage multiple cases simultaneously
• Thorough knowledge of banking and compliance regulations

• Proficiency in MS Office/365 (Word, Outlook, Excel, Teams, PowerPoint, Access)
• Strong Excel skills required
• Familiarity with financial systems and dispute case management tools

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.