Dispute Specialist

Description

Position Purpose:

The Dispute Specialist is responsible for receiving, reviewing, processing, monitoring, and resolving customer disputes related to transactional errors. This role ensures disputes are handled accurately, timely, and in accordance with applicable regulatory requirements, card network rules, internal procedures, and customer service expectations. The Dispute Specialist also supports reconciliation, documentation, tracking, correspondence, and cross-functional collaboration with Fraud, Transaction Services, Retail, vendors, merchants, and other financial institutions.

Key Accountabilities, Responsibilities and Expectations:

• Receive and review customer disputes related to transactional errors, ensuring all information is complete, accurate, and properly documented.
• Evaluate dispute claims and determine appropriate processing steps, including whether to process or deny disputes based on available information and established procedures.
• Process and submit disputes through appropriate channels while maintaining compliance with Regulation E, Mastercard Zero Liability rules, and internal timelines.
• Monitor active disputes on an ongoing basis to ensure timely resolution and appropriate follow-up.
• Reconcile dispute-related transactions to the Charge Back Account and resolve discrepancies between accounts and dispute records.
• Ensure the Charge Back Account is balanced and zeroed out daily.
• Process and review representment documentation received from merchants in response to dispute claims.
• Determine whether sufficient information exists to challenge merchant findings or deny the dispute.
• Draft, issue, and manage dispute-related correspondence to customers, merchants, and other financial institutions.
• Record all claims on department tracking logs and maintain accurate, current documentation throughout the dispute lifecycle.
• Monitor and update tracking logs daily with new information from vendors, merchants, and other financial institutions.
• Document final resolution of claims in applicable tracking systems and records.
• Collaborate daily with the Fraud Team and provide dispute-related support to Retail and other internal business partners.
• Respond to dispute-related inquiries and requests submitted through helpdesk tickets.
• Perform other related duties as assigned.

Requirements

Qualifications, Knowledge and Skills:

• High school diploma or equivalent required; associate degree or related coursework in business, finance, banking, or a related field preferred.
• Previous banking, customer service, deposit operations, transaction services, fraud, dispute processing, or related financial services experience preferred.
• Knowledge of Regulation E, debit card dispute processes, chargeback procedures, and card network rules preferred.
• Strong attention to detail and accuracy in reviewing account activity, documentation, and dispute records.
• Ability to interpret and apply procedures, regulatory timelines, and card network requirements related to customer disputes.
• Effective problem-solving and analytical skills with the ability to research, evaluate, and resolve discrepancies.
• Strong organizational skills with the ability to manage multiple claims, deadlines, and follow-up items simultaneously.
• Professional written and verbal communication skills for correspondence with customers, merchants, vendors, financial institutions, and internal teams.
• Ability to maintain confidentiality and handle sensitive customer and account information appropriately.
• Proficiency with applicable banking systems, tracking logs, helpdesk tools, and Microsoft Office applications.
• Ability to work independently while also collaborating effectively with cross-functional teams.

Physical Requirements:

• Ability to view computer screens and read reports for long periods of time.
• Ability to work under sometimes distracting work conditions.
• Ability to move files of up to 15 lbs.
• Ability to sit for long periods at a time.
• Ability to travel to attend meetings or training.