Dispute & Chargeback Specialist

 POSITION PURPOSE

This role involves helping to process customer debit card disputes using basic software tools. You’ll also assist in identifying potential fraud trends and help communicate with different teams, such as retail, accounting, financial crimes, merchants, and members, to resolve disputes and chargebacks.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Review and handle member debit card dispute claims from start to finish.
2. Organize and prepare dispute case files, making sure all necessary paperwork is complete.
3. Use basic tools and systems to investigate debit card disputes, determine options, and assess liability.
4. Learn about key regulations and rules (like Regulation E and Mastercard) to ensure disputes are processed correctly and on time.
5. Answer questions about debit card disputes from both internal and external sources, providing clear and accurate information.
6. Use available tools and resources to track claims, monitor daily updates, and spot any discrepancies.
7. Process debit card disputes in the system, following policies and guidelines.
8. Make sure chargebacks are processed on time.
9. Watch for any unusual activity that might indicate fraud and report concerns to the Fraud and BSA teams.
10. Collaborate with Fraud and BSA teams to help identify and prevent fraud.
11. Stay updated on Mastercard rules to help reduce fraudulent transactions.
12. Review alerts about compromised cards and follow the necessary steps to track, reissue, and notify members.
13. Keep the required documentation for audits and regulatory checks.
14. Work with other teams, including Fraud and BSA, to assist with investigations and support team efforts.
15. Assist with additional tasks and special projects as needed.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High School graduate or GED equivalent required.

KNOWLEDGE/EXPERIENCE: 1+ years of experience in debit card dispute resolution and chargeback management. Strong, up-to-date working knowledge of MasterCard Rules and Regulations and Regulation E relating to debit card payments, chargebacks, and dispute processing.

SKILLS/ABILITIES:                          

Ability to work efficiently with internal and external partners

Ability to take initiative and work independently

Ability to perform in a high-volume environment, meet deadlines, and handle difficult situations with tact, empathy, and professionalism

Excellent planning and organizational abilities

Excellent communications (written and oral) and interpersonal skills

Adaptability and dependability are a must

WORKING CONDITIONS: Typical office environment