Card Dispute Analyst

Job Description:

The Card Services Dispute team is responsible for receiving and resolving customer disputes and fraud claims to include assisting/communicating with customers through the claims process, preparing necessary adjustments to customer/settlement accounts, submitting chargebacks for processing with associations, preparing customer notifications, and meeting required regulatory deadlines as it relates to claim processing. Receives customer claims and documents claims for tracking purposes. Processes customers’ requests through our ticketing system. The Card Dispute team is also responsible for providing oversight for the card platforms to ensure card disputes/claims processes meet regulatory and network requirements. Work as a liaison with the card platforms to ensure documentation is retained and provided timely for testing/oversight purposes. Receives customer claims and documents claims for tracking purposes.

Main Job Tasks and Responsibilities:

• Conducts a reasonable and thorough investigation on all disputes and along with attaining pertinent documentation used in investigation.
• Prepares correspondence/documentation for customers throughout the dispute claim process.
• Reviews correspondence/documentation provided by platforms for customers filing disputes to ensure communications are accurate and timely.
• Prepares appropriate adjustment entries to settle the customer and/or program accounts.
• Reviews cardholder accounts to ensure funds are received settled in disputes.
• Properly submits chargebacks through resolution in alignment with Networks regulations (VISA/MC/AMEX).
• Follow Regulation E and Z for dispute management and processing.
• Reviews chargebacks and representments and responds according to network regulations.
• Reviews dispositions on cardholder disputes to ensure decisions align with regulatory/network requirements.
• Ensures timeliness and accuracy of dispute processes and ensures process aligns with regulatory claim process requirements.
• Effectively communicates with internal workgroups to resolve issues related to customer disputes.
• Supports Open Banking and Retail Banking relating to card disputes.
• Regularly monitors disputes to gauge influx of cases and find trends in the dispute data.
• Reviews fraud alerts and evaluates against current fraud claims.
• Understanding of chargeback life cycle for card networks.
• Strong customer service skills including written and verbal communication.
• Ability to prioritize work accordingly.
• Performs other duties as assigned.

Background & Experience:

• High school diploma required. Bachelor's Degree preferred in related field.
• Two to three years Banking experience required with strong background in payments, card, and other policies, procedures, and regulations.
• Card experience with understanding of applicable regulation (Reg E and Reg Z).
• Focus on customer service to both external and internal customers.
• Skilled with Microsoft Word, Excel, Outlook, and related software applications.

Key Competencies:

• Strong interpersonal skills, highly motivated and well organized; excellent oral and written communication skills.
• Ability to prioritize workload, maintain integrity of confidential member and team member information.
• Ability to handle multiple tasks while prioritizing the importance of items in a fast-paced environment.
• Must be highly motivated and organized.
• Must be able to meet required deadlines.
• Must be able to communicate and interact with all levels of the organization.
• Must be able to communicate with a wide variety of third-party vendors and processor support teams.
• Customer Success driven.

Equal Opportunity Employer
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