Disputes and Payments Specialist

Title: Disputes and Payments Specialist

Reports To: Director of Branch Operations & Compliance

Salary Range: Starting at $26.50/hour

FLSA Status: Full Time, Hourly Non-Exempt

Summary: The Payments and Dispute Specialist is responsible for administering payment operations and dispute resolution activities for Sno Falls Credit Union across debit cards, credit cards, ACH, share drafts, ATM, wire, and online banking channels. This role researches and resolves fraud and non-fraud claims, supports members and internal teams, coordinates with processors and external partners, and helps ensure compliance with applicable laws, regulations, card-network rules, and internal procedures. The specialist is expected to apply Regulation E error-resolution requirements to covered electronic fund transfer disputes and to manage Mastercard dispute and chargeback rights, documentation, and timelines in accordance with network rules and credit union procedures.

Essential Duties and Responsibilities:

· Administer member dispute intake, research, documentation, decisioning, and follow-up for debit card, credit card, ACH, ATM, online banking, share draft, and other payment-related claims. Apply Regulation E error-resolution requirements for covered electronic fund transfer claims, including timely intake, investigation, provisional credit handling when required, written and oral notice standards, and resolution within applicable regulatory deadlines.

· Review, submit, and track fraud and non-fraud dispute claims accurately and within required timeframes, including coordination with card processors and network rules, core-processing teams, and other internal partners. Gather supporting records, analyze transaction history, and maintain complete case documentation.

· Process fraud, forgery, and compromised-card matters; serve as a point of contact for members reporting suspected fraud and coordinate with law enforcement, insurance carriers, and vendors when appropriate.

· Provide debit and credit card operational support, including card maintenance, transaction review, account research, lost/stolen reporting, alerts monitoring, and member assistance for consumer and business cards, as applicable.

· Maintain knowledge of applicable regulations, card-network rules, and industry trends through ongoing training, webinars, and professional development.

· Review potential OFAC matches in the core processing system and report confirmed matches to appropriate parties in accordance with policy and legal requirements.

· Review and process 314(a) requests and other special review files received through BSA/AML channels in a timely and confidential manner.

· Process legal notices and requests, including subpoenas, garnishments, levies, and related orders, within required timeframes and in accordance with established procedures.

· Review and audit incoming and outgoing wire requests and other high-risk payment activity for accuracy, completeness, and adherence to internal controls.

· Respond to member and internal inquiries related to payments, fraud, disputes, and account exceptions with accuracy, professionalism, and a service-focused approach.

· Maintain, update, and follow department processes and procedures; identify opportunities to improve controls, efficiency, documentation quality, and member experience.

· Prepare reports, case summaries, and supporting documentation for internal review, insurance reporting, audits, and regulatory examinations.

· Perform backup and cross-functional duties as assigned, which may include payment exceptions, BSA/AML support, CTR/SAR support, and other operational tasks.

Qualifications:

· High school diploma or equivalent required; associate or bachelor’s degree in business, finance, accounting, criminal justice, or a related field preferred.

· Two or more years of experience in payment operations, card services, disputes, fraud operations, deposit operations, or a related financial-services role preferred.

· Working knowledge of credit union or banking payment channels, including ACH, debit cards, credit cards, ATM, wires, and online banking transactions.

· Familiarity with Regulation E error-resolution requirements, card-network dispute processes, and core principles of documentation, timeframes, and member notification.

· Experience researching transactions, analyzing fraud or exception activity, and preparing clear written case notes and member correspondence.

· Strong attention to detail, sound judgment, organizational skills, and the ability to manage multiple deadlines in a high-volume environment.

· Ability to communicate professionally with members, merchants, processors, auditors, examiners, and internal stakeholders.

· Proficiency with standard office software and the ability to learn core-processing, dispute-management, case-tracking, and fraud-monitoring systems.

Sno Falls Credit Union offers an excellent benefits package, including:

· Competitive salary

· 100% company paid HSA health insurance plan/dental/vision/life/disability insurance.

· Generous PTO benefits and paid holidays.

· 401K with matching contributions.

· HSA with employer contribution.

· Friendly, professional, and inclusive work environment.

Sno Falls Credit Union is an Equal Opportunity Employer. We perform thorough and complete background checks and drug testing for all prospective employees.

Job Type: Full-time

Pay: From $26.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Work Location: In person