Dispute Specialist

POSITION TITLE: Dispute Specialist

REPORTS TO: Fraud & Security Manager

SUPERVISES: N/A

JOB STATUS: Non-Exempt

JOB GRADE: 8: $20.00 to $23.53 Targeted Hourly Rate

JOB SUMMARY:

The Dispute Specialist is responsible for processing and resolving debit and credit card disputes in accordance with regulatory requirements, card network rules, and internal procedures. This role manages disputes from intake through resolution, including provisional credits, documentation review, recoveries, and member communication while ensuring timely and accurate handling of dispute cases. Supports State ECU's broader Financial Crimes, fraud prevention, and loss mitigation efforts through collaboration, escalation, and information sharing.

All employees of State Employees Credit Union are proactive, result driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Duties/Responsibilities:

• Process debit and credit card disputes from initiation through resolution.

• Review dispute claims, supporting documentation, and transaction history.

• Process provisional credits and chargebacks in accordance with regulatory requirements.

• Maintain compliance with Reg E and card network dispute timelines.

• Communicate with Members and staff regarding dispute status and required documentation.

• Coordinate recoveries and adjustments as applicable.

• Maintain accurate dispute records and documentation.

• Identify suspicious trends or activity and escalate potential fraud concerns.

• Assist with dispute reporting, operational metrics, and quality review activities.

• Collaborate with Operations, branches, and fraud investigators as needed.

• Perform other duties as assigned.

Required Skills & Qualifications:

• Must Have: 
• Strong attention to detail and documentation accuracy.
• Strong organizational and time management skills.
• Effective verbal and written communication skills.
• Strong Member service and problem-solving abilities.
• Ability to manage multiple cases and deadlines simultaneously.
• Ability to identify suspicious activity and escalate concerns appropriately.
• Proficiency with Microsoft Office, core systems, and dispute processing platforms.
• Ability to maintain confidentiality and professionalism when handling sensitive Member information.

2. Nice to Have:

• Working knowledge of Reg E and card network dispute requirements.

• Chargeback processing experience.

• Fraud awareness and escalation knowledge.

• Banking operations knowledge.

• Understanding of card network rules and recoveries.

• Job Related Travel as required.

Education & Experience:

• Education or experience equivalent to an Associates degree, in addition to 1 year of banking, disputes, operations, or related experience.

• Relevant dispute or fraud certifications preferred but not required.

General Requirements:

Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:

• Work in a safety conscientious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
• Adhere to policy on Drug Free Workplace.
• Comply with company policies and procedures and local, state and federal regulations.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Some standing, walking, kneeling, stooping, bending and lifting.
• Must be able to lift to fifteen (15) pounds at times.
• Must be able to access and navigate credit union facilities.