Dispute & Recovery Services Specialist

SHAZAM recognizes that financial institutions build better communities, and this drives our passion to strengthen financial institutions. We are a trusted partner to our valued customers providing answers, choice, and innovation with an impeccable level of customer service – a level unmatched in the industry.

And here’s the best part - we’re a national company that offers a small-company feel, a cultural balance that’s hard to come by but very real at SHAZAM. Your growth and development are top priorities and you’ll be surrounded by talented individuals and postured to make a real difference in the company. As a team member at SHAZAM, you’ll be an essential part of our mission as we work together strengthening financial institutions.

This is a hybrid position based out of our Des Moines, IA office.

What we’re looking for:

SHAZAM is looking for a Dispute and Recovery Services Specialist to join our team. In this role, you will research, investigate, and resolve cardholder disputes and recovery exception items in accordance with established procedures to safeguard client accounts and minimize financial risk. Additionally, you will review disputed transactions, supporting documentation, and client feedback, and collaborate with team members to identify issues and determine appropriate resolutions.

What you'll do:

• Manage the end‑to‑end processing of consumer disputes, including signature‑based and ATM/PIN‑based exception items, in accordance with network rules, federal regulations, and established timelines
• Research, analyze, and resolve disputed transactions using multiple systems and databases
• Accurately document dispute activity and ensure case information and procedures are properly recorded and maintained
• Communicate professionally with financial institutions, merchants, associations, and internal partners to determine transaction validity and resolution
• Reconcile and balance debit adjustments and retrieve transaction details as needed
• Analyze moderately complex and unique dispute scenarios, escalating to senior staff when appropriate to ensure accurate handling
• Recommend and support process improvements to enhance efficiency, quality, and risk mitigation
• Assist with training, research, and problem resolution for less experienced team members
• Participate in projects and initiatives to develop new tools and operational improvements
• Prepare routine reports on dispute volume and performance metrics

What you need:

• Minimum of 3 years of experience in customer service or call center operations, banking back‑office functions, fraud detection, chargebacks, or dispute investigations strongly preferred
• Knowledge of banking regulations, including Regulation E, and debit card dispute processes
• Experience with Mastercard and Visa operating rules
• Proficiency in Microsoft Office Suite, including Teams, and general PC applications
• Strong verbal and written communication skills
• Strong organizational, time‑management, and problem‑solving skills
• Customer‑focused mindset with experience in service‑driven environments

What’s in it for you:

• A mission-driven company with a strong sense of purpose
• A hybrid work environment that values flexibility and collaboration
• Opportunities for professional development and career growth
• A culture that values innovation, integrity, and community impact
• Excellent benefits:
  • Health, dental, and vision insurance
  • 401(k) retirement plan with company match
  • Flexible spending and health savings accounts
  • Life insurance and short- and long-term disability provided at no cost
  • Time away from work – PTO, VTO, paid parental leave, and company holidays
  • Educational assistance

Actual compensation is based on various factors, such as geographic location, experience, education, and/or skill level, and is finalized at the time of offer.

SHAZAM is an equal opportunity employer, including those with disabilities or status as a protected veteran. All qualified applicants will receive consideration for employment.

Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future; ITS, Inc./SHAZAM will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).

Please be aware that SHAZAM may use an Artificial Intelligence (AI) tool to assist in the review and screening of job applications for this position. The AI system is designed to help our team efficiently identify qualified candidates by identifying relevant skills and experience within submitted applications. All final hiring decisions are made by our hiring team.