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? Our core values guide everything we do: #### Make a Difference We are actively engaged, genuinely care, and find solutions. #### Relationships Matter We are committed to each other and our customers. We seek to understand, connect, and collaborate. #### Live with Integrity We do the right thing, take responsibility, and earn trust through our actions. #### Love What We Do We bring passion, enthusiasm, and a commitment to continuous improvement. #### Share Positivity We lift each other up and create a positive experience for coworkers and customers alike. When you join SBSU, you're joining a team that lives these values every day. ### 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 Successful candidates will demonstrate the ability to: - 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 S…