Dispute Resolution Specialist
jobtracksSan Diego (CA)
About the role
Dispute Resolution Specialist The Dispute Resolution Specialist handles initial fraud and dispute claim intake, conducts preliminary research, manages documentation, and routes claims to senior resolution teams. This entry-level role is 75% behind-the-scenes processing and 25% direct member phone support, focusing primarily on card claims for debit and credit accounts.
Key Responsibilities:
Claim Intake & Processing: Review incoming fraud and dispute claims, verify basic validity, execute initial intake, and route cases to senior staff for advanced resolution.
Research & Chargebacks: Conduct research using internal systems and third-party vendors; manage initial general ledger postings, claim reversals, and merchant second presentments.
Compliance & Guidelines: Apply working knowledge of Regulation E, Regulation Z, NCUA, and Client Dispute Resolution guidelines to maintain audit readiness and ensure timely processing.
Member Support & Trends: Handle member phone inquiries and email communications (~25% of time); educate members on current fraud and scam prevention strategies.
Vendor & Technical Collaboration: Coordinate with internal technical support and external vendors to gather transaction data and resolve routine claim issues.
Qualifications
Education: High school diploma required; Associate degree preferred.
Experience:
6 months to 1 year of financial institution experience (bank or credit union preferred); candidates without direct dispute experience will be considered.
Technical Skills:
Proficiency in Microsoft Office (Excel, Word, Outlook). Knowledge of credit/debit card operations or Client chargeback processes is a plus. Soft Skills: Strong analytical capabilities, multi-tasking and reprioritization skills, active listening, and strong written and verbal communication.
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