Responsibilities

• Investigate incoming customer disputes across P2P, debit/credit card, and ACH transactions, ensuring compliance with internal policies and regulatory standards.
• Validate chargeback rights and ensure required documentation is complete before initiating a dispute with networks or processors.
• Manage and track the issuance of provisional credits, ensuring adherence to Regulation E timeframes and NACHA rules for ACH claims.
• Maintain accurate and detailed case documentation within internal systems for audit readiness.
• Collaborate with internal teams (Fraud, Compliance,) to gather information, resolve gaps, and escalate high-risk or complex cases.
• Respond to representments, pre-arbitration, and final decisions from processors or networks; escalate unresolved or disputable cases as needed.
• Monitor dispute aging and ensure deadlines are met for all required actions, including filings, evidence submissions, and customer communications.
• Communicate resolution outcomes to customers with professionalism and clarity, adjusting for tone and regulatory requirements.
• Identify dispute trends or emerging issues and provide insights to leadership for process or policy improvements.
• Support audits, reporting, and quality assurance reviews by maintaining defensible case notes and outcome records.

Required Qualifications

• 3+ years of experience handling disputes involving debit or credit card transactions.
• Strong working knowledge of Regulation E (Electronic Fund Transfers Act), NACHA rules, and card network chargeback guidelines (Visa, Mastercard).
• Experience handling consumer disputes end to end across multiple payment types (P2P, debit/credit card, and ACH).
• Excellent written communication skills with the ability to draft clear, accurate, and compliant case notes and customer responses.
• Detail-oriented with strong organizational skills and the ability to meet strict deadlines in a fast-paced environment.
• Familiarity with dispute systems, case management platforms, and CRM tools.
• Analytical and investigative mindset with sound judgment and decision-making abilities.
• Bachelor's degree in Finance, Business, Criminal Justice, or a related field preferred; relevant certifications (e.g., ETA CPP, CFE) a plus.

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