Dispute Processing Specialist

CLASSIFICATION

Non-exempt

REPORTS TO

Deposit Operations Manager 

JOB DESCRIPTION

Summary/Objective

Responsible for the accurate and timely processing of customer transaction disputes. This role ensures compliance with applicable regulatory requirements, including Regulation E, NACHA Operating Rules, Federal Reserve Operating Circulars, and the Uniform Commercial Code (UCC), while adhering to payment network rules and internal procedures. The specialist also plays a key role in identifying potential fraud patterns, mitigating losses, and escalating suspected fraudulent activity in accordance with Bank policies.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Process ATM and point‑of‑sale (POS) disputes in compliance with Regulation E and applicable payment network rules.
• Investigate unauthorized transaction claims, identify potential fraud indicators, and escalate suspicious activity per Bank procedures.
• Process ACH disputes in accordance with NACHA Operating Rules, including unauthorized, incorrect, and improper entries.
• Review Written Statements of Unauthorized Debit (WSUDs) and initiate returns or adjustments within required timeframes.
• Process check disputes in compliance with Federal Reserve Operating Circulars and UCC Articles 3 and 4, including forged, altered, counterfeit, or duplicate items.
• Submit and monitor card, ACH, and check adjustment or claim requests through applicable clearing channels.
• Ensure timely provisional credit, final determinations, and customer notifications as required by regulation.
• Identify dispute and fraud trends, support loss mitigation efforts, and partner with fraud and risk teams as needed.
• Maintain accurate documentation to support audits, examinations, and regulatory compliance.
• Respond to internal and external inquiries regarding dispute status, documentation requirements, and resolution timelines.

Other Duties

• Scans/Images and indexes documents as requested/needed. 
• Stays informed of relevant compliance laws and regulations. Helps to ensure processes and procedures adhere to compliance laws and regulations.
• Perform other duties as assigned.

Skills/Abilities

• Strong working knowledge of Regulation E, NACHA Operating Rules, payment network rules, Federal Reserve Operating Rules, and UCC.
• Understanding of common fraud schemes involving debit cards, ACH, and checks.
• Excellent analytical and investigative skills with strong attention to detail.
• Ability to manage multiple cases while meeting strict regulatory timelines.
• Strong written and verbal communication skills.
• Proficiency with core banking systems (Silverlake) and Microsoft Office applications.
   
   

Education and Experience

• High School Diploma or equivalent required.
• Minimum two years’ experience in retail or banking required. 
• Prior experience in dispute processing, fraud operations, deposit operations, ACH, card services, or banking operations preferred.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer. 

Physical Demands

This position requires manual dexterity, the ability to lift files and opening cabinets. This position requires bending or standing, as necessary.

Travel

Travel may be required for this position.

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.