Dispute Resolution Specialist

Position Summary

The Dispute Resolution Specialist works directly with customers to research and resolve bankcard disputes and related account concerns. This position receives and processes dispute claims, maintains accurate case documentation, completes financial adjustments, and supports general ledger balancing. The role requires frequent customer communication by phone and careful management of multiple cases while complying with applicable regulations and information-security standards.

Essential Functions

• Dispute Resolution: Receive, research, process, and document customer dispute claims accurately and within established procedures and timeframes.
• Customer Support: Answer and manage customer phone calls, explain dispute status and next steps clearly, and provide professional assistance throughout the dispute process.
• Account Research: Analyze account activity, transaction details, documentation, and other available information to support accurate dispute decisions.
• Financial Processing: Complete authorized financial adjustments, account maintenance, general ledger balancing, and related entries accurately.
• Case Documentation: Prepare and enter required forms, correspondence, notes, and database entries, ensuring case records are complete and current.
• Account Security: Perform applicable account-security and monitoring functions, identify potential concerns, and escalate complex or unusual cases to the appropriate team member.
• Team Support: Provide operational or phone coverage for the Bank Card team as needed and collaborate with team members to resolve customer issues.
• Compliance: Comply with all applicable banking regulations, including Bank Secrecy Act requirements, privacy requirements, and information-security standards.
• Additional Duties: Perform other duties as assigned or as needed.

Additional Requirements

Regular and reliable attendance and punctuality are required for this position. The employee must be able to perform the essential functions of the position with or without reasonable accommodation.

Physical and Sensory Demands

This role involves extended periods at a computer; regular verbal communication in person and by phone; frequent viewing of account information and documents; and occasional lifting of items weighing up to 25 pounds.

Working Environment

This position operates in a standard office environment with an on-site arrangement. Central Bank will provide reasonable accommodations to enable individuals with disabilities to perform the essential functions of this position.

The physical demands and working conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications

• High school diploma or GED certificate
• Strong verbal and written communication skills, including the ability to explain account and dispute information clearly and professionally.
• Ability to provide courteous and effective service when responding to customer questions or concerns.
• Ability to research account activity, evaluate information, and maintain accurate and complete documentation.
• Strong organizational skills and the ability to prioritize and manage multiple cases and deadlines.
• Proficiency with computers, data entry, and business applications used to document and process account activity.
• Ability to handle confidential customer and account information appropriately.
• Previous customer service experience is preferred.
• Previous banking, bankcard, dispute-processing, or financial-services experience is preferred.
• Previous experience handling customer inquiries by phone is preferred.
• Equivalent combinations of relevant education, training, and experience may be considered.