Dispute Specialist

As a Dispute Specialist, you'll play a critical role in helping customers navigate payment disputes and find timely, accurate resolutions. You'll serve as a trusted resource during challenging situations, investigating claims, collaborating across departments, and ensuring every customer receives exceptional service throughout the dispute process. Since this is a highly collaborative position with the rest of the Disputes team, this is not a remote work opportunity.
If you're detail-oriented, enjoy problem-solving, and are passionate about customer service, this is an opportunity to build specialized expertise in banking operations, fraud prevention, and dispute resolution while making a meaningful difference for customers every day.

Why Join SBSU?

Make a Difference

Relationships Matter

Live with Integrity

Love What We Do

Share Positivity

What You'll Do

• Assist customers with disputes involving:
  
  
  
  • Debit Cards
  
  
  • Credit Cards
  
  
  • Zelle
  
  
  • ATM transactions
  
  
  • ACH transactions
  
  
  • Online Bill Pay
  
  
  
  


• Investigate customer claims and gather supporting documentation from customers, merchants, card issuers, and internal departments.


• Process, research, and resolve chargebacks and cardholder disputes accurately and within required timelines.


• Manage disputes from initial intake through final resolution while providing timely customer communication throughout the process.


• Ensure compliance with Regulation E, Regulation Z, NACHA operating rules, and other applicable regulations.


• Track critical deadlines, required documentation, transaction processing activities, fees, and interest adjustments.


• Identify potential fraudulent activity and help protect the bank and its customers from fraud.


• Collaborate with team members and departments across the organization to provide a streamlined dispute resolution experience.


• Support continuous improvement efforts by identifying opportunities to enhance dispute procedures and workflows.


• Participate in ongoing training to stay current on regulations, industry best practices, and dispute management systems.

What You'll Bring

Required Qualifications

• High school diploma or equivalent.


• Proficiency with Microsoft Office products.


• Strong written and verbal communication skills.


• Excellent organizational skills and attention to detail.


• Ability to manage multiple priorities while meeting deadlines.


• Strong analytical and problem-solving abilities.


• Ability to work both independently and collaboratively.


• Commitment to delivering exceptional customer service in a professional, non-judgmental manner.

Preferred Qualifications

• Previous banking experience.


• Experience with fraud investigations, chargebacks, or dispute resolution.


• Familiarity with payment processing and electronic banking transactions.

Skills for Success

• Learn and apply complex banking regulations and operating rules.


• Follow established procedures while maintaining accuracy and compliance.


• Analyze transaction data and investigate complex customer claims.


• Build strong relationships with customers, merchants, vendors, and internal teams.


• Adapt to changing business needs and priorities.


• Utilize technology and banking systems effectively, including platforms such as Intercept, Base2000, Finboa, and FCM.


• Communicate professionally across phone, email, chat, and face-to-face interactions.

What Success Looks Like

• Disputes are resolved accurately and within regulatory requirements.


• Customers feel informed, supported, and treated with respect throughout the process.


• Potential fraud is identified and addressed proactively.


• Strong partnerships are built across departments and with external stakeholders.


• Regulatory compliance and documentation standards are consistently maintained.


• The dispute process continues to improve through teamwork and innovation.

Benefits

• Medical Insurance and HSA


• Dental and Vision Insurance


• Basic Life, AD&D, and Long-Term Disability Insurance


• Supplemental Life and AD&D Coverage Options


• 401(k) with Employer Match


• Annual Incentive Program


• Paid Time Off (PTO) Accrual Each Pay Period


• Up to 12 Paid Holidays Per Year


• Childcare Reimbursement Program


• Employee Recognition Program


• Monthly Wellness Activities

Work Location