Payment Dispute Specialist

This is a fully remote position, open to applicants in Maine, +1 more state.

📋 Description

• Receive, assess, investigate, and process payment dispute claims submitted via branch, customer care center, digital, and written channels.

• Resolve disputes across various payment types, including debit card, Zelle, and emerging payment channels.

• Determine eligibility for disputes and adjudicate claims in compliance with relevant regulations, network rules, and Bank policies.

• Investigate unauthorized transactions, fraud claims, ATM transactions, duplicate transactions, and activities related to card-present/card-not-present.

• Collect, analyze, and evaluate supporting documentation, transaction data, customer statements, merchant details, fraud monitoring alerts, and network responses.

• Monitor and manage dispute case timelines to ensure adherence to regulatory, network, and internal service-level requirements.

• Process provisional credits, final credits, debits, adjustments, recoveries, and other related account transactions within set timelines.

• Submit, manage, and respond to chargebacks, representments, pre-arbitration, and arbitration cases through the applicable payment networks.

• Utilize dispute management, card processing, and fraud monitoring systems to oversee dispute cases and assist in resolution activities.

• Identify, track, and escalate high-risk fraud disputes, significant loss events, and emerging fraud trends to management.

• Support branches and customer service representatives in investigating and resolving inquiries related to disputes.

• Monitor activities for potential BSA, AML, or suspicious activity reporting requirements and escalate concerns as necessary.

• Perform duties in alignment with regulatory requirements, the Bank's Risk Management Framework, and applicable policies and standards.

⛳️ Requirements

• 2+ years of banking or relevant experience.

• High school diploma or equivalent is required.

• Proficient in Microsoft Office suite (Excel, Word, PowerPoint).

• Experience with debit card dispute processing systems and chargeback platforms is preferred.

• Previous experience in card operations, payment processing, fraud mitigation, or dispute resolution is preferred.

• Knowledge of Regulation E dispute requirements is preferred.

• Familiarity with the Centrix Dispute Tracking System is preferred.

• Experience with Visa, Jack Henry, and Pulse networks is preferred.

• An associate or bachelor’s degree in business, finance, accounting, or a related field is preferred.

• Strong comprehension of debit card transaction processing and payment networks.

• Working knowledge of debit card, ATM, Zelle, and other electronic payment channels.

• Exceptional investigative, analytical, and problem-solving skills.

• Ability to identify fraud patterns and suggest preventative measures.

• Excellent attention to detail, organizational, and documentation skills.

• Capability to interpret regulations, operating rules, and procedural requirements.

• Ability to manage multiple priorities while adhering to strict regulatory deadlines.

• Competence in meeting established productivity, accuracy, quality assurance, and regulatory compliance standards.

• Strong written and verbal communication skills.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance packages.

• Generous time off, including paid federal holidays and a paid day off for your birthday.

• 401(k) retirement savings plan.

• Tuition reimbursement.

• Opportunities for professional development and career advancement.

• Employee assistance program.

• Extensive wellness program.