Debit Card Disputes Specialist

At Oak Star, strong relationships are at the heart of everything we do—including how we work together. Since 2005, we’ve grown from a single location in Springfield, Missouri, into a trusted, multi-state financial institution serving communities across Missouri, Kansas, and Colorado. As an SBA Preferred Lender and a recognized leader in small business banking, our work supports local economies and meaningful growth—giving our team members the opportunity to make real, visible impact through their roles.

Working at Oak Star means joining a fast-paced, collaborative, and supportive team guided by our SERVE values—stewardship, empathy, responsiveness, vision, and empowerment. We’re committed to service excellence, giving back to our communities, and fostering a workplace where team members are supported. Comprehensive benefits include health, dental, vision, life, and disability insurances, as well as 401(k), 401(k) match, paid time off, and paid holidays.

Summary The Debit Card Disputes Specialist is responsible for handling and resolving consumer and business debit card transaction disputes in compliance with federal regulations, network rules, and internal bank policies. This role investigates claims of unauthorized transactions, billing errors, and fraud, ensuring timely resolution, accurate recordkeeping, and adherence to regulatory guidelines such as Regulation E and Visa/Mastercard Operating Rules.

Essential Duties Receive, review, and process debit card dispute claims submitted by customers or internal departments.

Gather required documentation from cardholders, branches, and merchants to support dispute investigations.

Open and track each case using the bank’s dispute management system and ensure compliance with resolution timelines.

Conduct detailed investigations of disputed transactions, including unauthorized use, duplicate charges, non-receipt of goods/services, canceled transactions, and fraud.

Analyze transaction activity, customer statements, merchant documentation, and fraud trends.

Determine claim validity and assign appropriate dispute codes in line with Regulation E, Visa, or Mastercard rules.

Process chargebacks, representments, and provisional/final credits or debits as necessary.

Collaborate with card processors and third-party vendors (e.g. bank core providers) during investigation and resolution stages.

Ensure full compliance with Regulation E timelines (e.g., 10-day provisional credit, 45/90-day final resolution), and other applicable laws (e.g., UCC, NACHA rules if applicable).Maintain accurate and thorough records of each claim to support regulatory examinations and audits.

Identify patterns of misuse or abuse of the dispute process and escalate high-risk cases or potential fraud.

Partner with the Fraud or BSA/AML teams when suspicious or criminal activity is detected.

Communicate clearly and professionally with customers to explain dispute processes, gather necessary details, and provide timely updates.

Notify cardholders of case outcomes in accordance with regulatory and bank disclosure requirements.

Communicate with internal team members on best practices for preventing unauthorized transactions.

Secondary Duties The Debit Card Disputes Specialist performs duties specific to the position and other functions as assigned.

Responsibilities Ensure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.

Treat people with respect, keep commitments, inspire the trust of others, work ethically and with integrity, uphold the bank’s values, and accept responsibility for one’s own actions.

Demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, educate others on the value of diversity, promote a working environment free of harassment of any type, and value a diverse workforce.

Follow policies and procedures, complete tasks accurately and on time, support the bank’s goals and values, and benefit the bank through outside activities.

Perform the position safely, without endangering the health or safety of yourself or others, and report potentially unsafe conditions to management.…