Dispute Specialist

The Dispute Specialist will help bank customers resolve payment and charge disputes. This position will require being trained in the processes for resolving payment disputes through channels that are subject to regulatory deadlines, for products such as Debit Cards, Credit Cards, Zelle, ATM, ACH, and Online bill pay. This position requires the candidate to collaborate with other bank departments and dispute team members to provide a streamlined dispute resolution process from intake to resolution, with the goal of giving our customers the best possible experience. Dispute Specialists will be the primary liaison between card issuers, merchants, and the customer to gather information, conduct investigations into customer disputes, and provide a timely resolution. This is not a remote work opportunity.

At State Bank of Southern Utah, our core values define who we aspire to be each and every day. These values hold us accountable to each other and help us be the best version of ourselves. We look for candidates who find connection with our core values:

Make a Difference : We are actively engaged. We genuinely care. We are knowledgeable and find solutions.

Relationships Matter : We are committed to each other and our customers. We seek to understand, connect, and collaborate.

Live with Integrity : We are trusted to do the right thing. We take responsibility for our individual roles and actions.

Love What We Do : We are passionate and show up with enthusiasm. We are driven and continually look to improve.

Share Positivity : We lift each other. We interact with a positive and optimistic attitude.

Apply at State Bank of Southern Utah and be part of a team that lives by these values every day!
Essential Duties And Responsibilities

• Responsible for assisting customers with disputes involving Debit Cards, Credit Cards, Zelle, ATM, ACH, and Online bill pay.
• Responsible for processing, researching, and resolving cardholder claims while ensuring that chargebacks are processed accurately and in a timely manner.
• May assist the Dispute Manager to help identify and recommend updates and/or improvements regarding the bank-wide dispute process.
• Establish expertise on Reg E, Reg Z, and other applicable regulations. Comply with regulatory deadlines and recordkeeping requirements.
• Understand POS, ACH, and related electronic return deadlines.
• Proactively detect fraud and protect the bank from fraud.

• Responsible for all activities surrounding the dispute process including client communications, investigations, tracking all associated timelines and tasks, transaction processing and fee and interest review.
• Provide excellent customer service. Ensure that your team communicates effectively with customers in a non-judgmental manner. Explain bank liability and deadlines to customers who are seeking refunds.
• May be required to attend relevant training to keep up on best practices regarding disputes, relevant regulations, and our software.

Minimum Qualifications

• High School Graduate
• Proficient with Microsoft Office products

Preferred Qualifications

• General banking experience
• Experience with fraud or charge disputes

Skills

• Must be able to become knowledge of Regulation E and Nacha Operating rules, knowledge of and ability to interpret and disseminate information regarding federal regulations and state banking law
• Ability to learn, familiarize, and understand software systems to obtain needed functionality and objectives. Current systems are Intercept, Base2000, Finboa, and FCM.
• Strong written and oral communication skills over a variety of channels that include making and receiving phone calls, email, face to face, chat for overall team synergy and production
• Strong analytical and problem-solving skills; ability to resolve complex issues with minimal direction
• Ability to adapt to changing business needs and prioritize accordingly
• Ability to foster strong relationships with internal and external stakeholders
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment. Must be able to prioritize work to meet deadlines.
• Intermediate knowledge of Microsoft Office Suite; particularly Word and Excel
• Ability to follow written procedures to ensure adherence to regulation

Full-time employees will be eligible to participate in the following benefits and programs:

• Medical Insurance & HSA
• Dental & Vision Insurance
• Basic Life, AD&D and Long-term disability insurance
• Supplemental life and AD&D options available
• 401K with employer match
• Annual Incentive Program
• Paid Time Off (PTO) accrual every pay period
• Up to 12 paid holidays per year
• Childcare reimbursement program
• Employee recognition program
• Monthly wellness activities

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.