Dispute Specialist

Job Grade: 8: $20.00 to $23.53 Targeted Hourly Rate

Job Summary: The Dispute Specialist is responsible for processing and resolving debit and credit card disputes in accordance with regulatory requirements, card network rules, and internal procedures. This role manages disputes from intake through resolution, including provisional credits, documentation review, recoveries, and member communication while ensuring timely and accurate handling of dispute cases. The position supports State ECU's broader Financial Crimes, fraud prevention, and loss mitigation efforts through collaboration, escalation, and information sharing.

• Process debit and credit card disputes from initiation through resolution.
• Review dispute claims, supporting documentation, and transaction history.
• Process provisional credits and chargebacks in accordance with regulatory requirements.
• Maintain compliance with Reg E and card network dispute timelines.
• Communicate with Members and staff regarding dispute status and required documentation.
• Coordinate recoveries and adjustments as applicable.
• Maintain accurate dispute records and documentation.
• Identify suspicious trends or activity and raise potential fraud concerns.
• Assist with dispute reporting, operational metrics, and quality review activities.
• Collaborate with Operations, branches, and fraud investigators as needed.
• Perform other duties as assigned.

• Must Have:
  • Strong attention to detail and documentation accuracy.
  • Strong organizational and time management skills.
  • Effective verbal and written communication skills.
  • Strong member service and problem‑solving abilities.
  • Ability to manage multiple cases and deadlines simultaneously.
  • Ability to identify suspicious activity and elevate concerns appropriately.
  • Proficiency with Microsoft Office, core systems, and dispute processing platforms.
  • Ability to maintain confidentiality and professionalism when handling sensitive member information.
• Nice to Have:
  • Working knowledge of Reg E and card network dispute requirements.
  • Chargeback processing experience.
  • Fraud awareness and escalation knowledge.
  • Banking operations knowledge.
  • Understanding of card network rules and recoveries.
  • Job related travel as required.

• Associate’s degree or equivalent education or experience, plus at least one year of banking, disputes, operations, or related experience.
• Relevant dispute or fraud certifications preferred but not required.

• Work in a safety-conscious manner that ensures safe work practices are used to avoid risk to self or others.
• Adhere to the drug‑free workplace policy.
• Comply with company policies, procedures, and applicable local, state, and federal regulations.

• Prolonged periods sitting at a desk and working on a computer.
• Some standing, walking, kneeling, stooping, bending, and lifting.
• Must be able to lift up to fifteen (15) pounds occasionally.
• Must be able to access and navigate credit union facilities.