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 meetin