Job Summary:
The Dispute Specialist I is a contributing member of the Fraud – Disputes team, supporting our charter to balance fraud prevention with member service, recovering funds when possible, while operating within regulatory compliance and applying the appropriate guidelines for liability on disputes. This position will also support the team through prevention and mitigation of card level fraud, and assisting partners in Contact Center and Branches to educate and inform members regarding disputes and losses. Dispute Specialists effectively utilize resources to consistently provide the very highest level of service to members, branches, and other departments, and work effectively in a team environment with a curious mind, embracing problem-solving.
Key Responsibilities:
- Review and investigate credit card transaction disputes, including fraud, non-receipt, billing errors, and authorization issues
- Analyze transaction data, supporting documentation, and customer claims to determine dispute liability.
- Process chargebacks and representment cases in compliance with card network rules (Visa).
- Communicate with members, merchants, and internal teams regarding dispute status and outcomes.
- Assist in de-escalation of member discussions and resolve calls while providing guidance and education.
- Ensure disputes are handled within required timeframes and regulatory guidelines
- Maintain accurate records and documentation for audit and compliance purposes
- Identify trends or recurring issues and recommend process improvements
- Adhere to all internal controls, policies, and regulatory requirements
Knowledge, Skills & Competencies:
- Strong interpersonal and communication skills
- Ability to motivate and support a team effectively
- Excellent organizational and time-management skills
- Ability to handle sensitive information with confidentiality
- Problem-solving and decision-making abilities
- Willingness to work within an environment that is not easily defined within codified process and procedures, an eagerness to build a cumulative knowledge about risk and fraud across products and services, and looking for continuous improvement for the team and our members.
Qualifications:
- High school diploma or equivalent (Associate’s or Bachelor’s degree preferred)
- 1–3 years of experience in credit card disputes, chargebacks, fraud operations, or financial services.
- Working knowledge of chargeback rules and card network regulations
- Strong analytical and problem-solving skills
- Excellent attention to detail and time management abilities
- Effective written and verbal communication skills
- Proficiency with Microsoft Office applications
- Experience with Visa Claims Resolution (VCR), Mastercard Ethoca, or similar platforms
- Familiarity with Regulation E, Regulation Z, and consumer protection laws
At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, and your unique background.
We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.
JobFamily
Fraud Mitigation
JobFunction
Fraud Mitigation
PayType
Hourly