Dispute Resolution Specialist

Position Overview

The Dispute Resolution Specialist handles initial fraud and dispute claim intake conducts preliminary research manages documentation and routes claims to senior resolution teams. This entry-level role is 75% behind-the-scenes processing and 25% direct member phone support focusing primarily on card claims for debit and credit accounts.

Key Responsibilities

Claim Intake & Processing: Review incoming fraud and dispute claims verify basic validity execute initial intake and route cases to senior staff for advanced resolution.

Research & Chargebacks: Conduct research using internal systems and third-party vendors; manage initial general ledger postings claim reversals and merchant second presentments.

Compliance & Guidelines: Apply working knowledge of Regulation E Regulation Z NCUA and Client Dispute Resolution guidelines to maintain audit readiness and ensure timely processing.

Member Support & Trends: Handle member phone inquiries and email communications (25% of time); educate members on current fraud and scam prevention strategies.

Vendor & Technical Collaboration: Coordinate with internal technical support and external vendors to gather transaction data and resolve routine claim issues.

Qualifications

Education: High school diploma required; Associate degree preferred.

Experience: 6 months to 1 year of financial institution experience (bank or credit union preferred); candidates without direct dispute experience will be considered.

Technical Skills: Proficiency in Microsoft Office (Excel Word Outlook). Knowledge of credit/debit card operations or Client chargeback processes is a plus.

Soft Skills: Strong analytical capabilities multi-tasking and reprioritization skills active listening and strong written and verbal communication.