Card Dispute Analyst

Job Description

The Card Services Dispute team is responsible for receiving and resolving customer disputes and fraud claims. This includes assisting and communicating with customers throughout the claims process, preparing necessary adjustments to customer/settlement accounts, submitting chargebacks for processing with associations, preparing customer notifications, and meeting required regulatory deadlines related to claim processing. The team also documents claims for tracking purposes and processes customers’ requests through our ticketing system.

Additionally, the Card Dispute team provides oversight for the card platforms to ensure dispute processes meet regulatory and network requirements and works as a liaison with the card platforms to retain and provide documentation for testing and oversight.

• Conduct thorough investigations on all disputes and obtain pertinent documentation used in the investigation.
• Prepare correspondence and documentation for customers throughout the dispute claim process.
• Review correspondence and documentation provided by platforms for customers filing disputes to ensure communications are accurate and timely.
• Prepare appropriate adjustment entries to settle the customer and/or program accounts.
• Review cardholder accounts to ensure funds are received and settled in disputes.
• Properly submit chargebacks in alignment with Network regulations (VISA/MC/AMEX).
• Follow Regulation E and Z for dispute management and processing.
• Review chargebacks and representments and respond according to network regulations.
• Review dispositions on cardholder disputes to ensure decisions align with regulatory/network requirements.
• Ensure timeliness and accuracy of dispute processes and align them with regulatory claim process requirements.
• Effectively communicate with internal work groups to resolve issues related to customer disputes.
• Support Open Banking and Retail Banking relating to card disputes.
• Regularly monitor disputes to gauge influx of cases and identify trends in dispute data.
• Review fraud alerts and evaluate them against current fraud claims.
• Understand the chargeback life cycle for card networks.
• Demonstrate strong customer service skills, including written and verbal communication.
• Prioritize work accordingly.
• Perform other duties as assigned.

• High school diploma required;
  Bachelor’s Degree preferred in a related field.
• Two to three years of banking experience required with a strong background in payments, cards, and related policies, procedures, and regulations.
• Card experience with an understanding of applicable regulation (Reg E and Reg Z).
• Focus on customer service to both external and internal customers.
• Skilled with Microsoft Word, Excel, Outlook, and related software applications.

• Strong interpersonal skills, highly motivated, and well organized with excellent oral and written communication skills.
• Ability to prioritize workload and maintain the integrity of confidential information.
• Ability to handle multiple tasks while prioritizing the importance of items in a fast‑paced environment.
• Highly motivated and organized.
• Ability to meet required deadlines.
• Ability to communicate and interact with all levels of the organization.
• Ability to communicate with a wide variety of third‑party vendors and processor support teams.
• Customer Success driven.

Entry level

Full‑time

Finance and Sales