Cardholder Dispute Analyst

 If you are someone wanting to make a difference in the communities that we serve and join one of the strongest large banks in Kansas City, then Security Bank of Kansas City has a career for you. In addition to our compensation and benefits packages, Security Bank offers full-time employees 11 paid holidays, rewarding and challenging growth opportunities, generous paid time off and discounted banking services. 

Position Summary

The Cardholder Dispute Analyst for Security Bank of Kansas City is responsible for investigating, processing, and resolving debit card disputes in accordance with regulatory requirements, card network rules, and internal policies. This role plays a key part in protecting both the Bank and its customers by ensuring timely, accurate handling of disputes while delivering excellent service and clear communication to cardholders.

Essential Duties & Responsibilities

The duties include but are not limited to the following:

• Answer all incoming phone calls regarding fraud issues and provide prompt, professional assistance to cardholders.
• Investigate and analyze cardholder claims related to unauthorized or incorrect transactions in accordance with Regulation E and Mastercard rules.
• Open, track, and resolve dispute cases within required timeframes, ensuring all actions are documented in the case management system.
• Review and process incoming reports related to chargebacks, representments, and pre-arbitration activities to ensure accuracy, identify trends, and support compliance with regulatory and card network requirements.
• Determine the validity of each dispute based on evidence, Regulation, and internal procedures and make appropriate decisions regarding chargebacks or reimbursements.
• Ensure all dispute handling activities comply with Regulation E, Mastercard chargeback guidelines, and internal operational procedures.
• Communicate clearly and professionally with cardholders to obtain necessary information, provide timely updates, and explain dispute outcomes. 
• Collaborate with corporate security, operations, and compliance teams to resolve disputes and escalate complex or high-risk cases when necessary.
• Maintain accurate and complete records of all dispute investigations and assist in the preparation of audit materials and regulatory reporting.
• Identify potential fraud patterns or trends and escalate concerns to the Fraud Prevention Officer or Department Manager.
• Ensure all disputes are resolved within required regulatory and network timeframes to avoid financial loss or compliance violations.
• Additional duties/tasks as assigned.

Required Skills & Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Integrity and Confidentiality
• Regulatory and Compliance Awareness
• Customer-Centric Focus
• Critical Thinking and Decision-Making
• Team Collaboration
• Attention to Detail and Organizational Skills

Minimum Education & Experience

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business, Finance, or a related field preferred.
• 1-3 years of banking, fraud detection, or dispute resolution experience preferred.
• Knowledge of Regulation E and debit card dispute processes strongly desired.

Valued, but not required skills & experience

• Strong analytical and problem-solving skills with attention to detail.
• Excellent written and verbal communication skills.
• Ability to manage multiple cases, meet deadlines, and maintain accuracy under pressure.
• Proficiency with Microsoft Office and banking/card dispute platforms.
• Commitment to providing outstanding customer service while maintaining regulatory compliance.

Physical Demands & Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of this job, the employee is regularly required to walk, talk, see and hear. The general level of physical activity would be defined as sedentary. The employee is occasionally required to stand and frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms. Some movements of the hands, arms, and wrists may involve repetitive motions. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Regular attendance and punctuality are necessary and essential functions.
• Cognitive/Mental Requirements: While performing the duties of this job, the employee is required to comprehend and use basic language, either written or spoken, to communicate information and ideas, both simple and complex. The employee is also required to use logic to define problems, collect information, establish facts, draw valid conclusions, interpret information and deal with abstract variables for unique or unfamiliar situations; also requires use of problem-solving skills including formulating and applying appropriate course of action for routine or familiar situations. The employee may be required to perform numerical operations including basic counting, adding, subtracting, multiplying and dividing or more complex quantitative calculations. 
• Work Environment: While performing the duties of this job, the employee is inside a central heat and air-conditioned office building. The noise level in the work environment is minimal.

Other Information:

Accommodations will be made to allow for meeting requirements when it does not place an "undue hardship" on Security Bank of Kansas City.

Statements included in this job description are intended to describe the general nature and level of work performed by the employee(s) assigned to this job. The statements are not intended to be construed as an exhaustive list of responsibilities, duties and skills required.

Security Bank of Kansas City is an Equal Opportunity/Affirmative Action employer.