Debit Card Disputes & Operations Representative (onsite)

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Debit Card Disputes & Operations Representative (onsite) Newtown, CT, US 7 days ago Requisition ID: 1921 Location: Newtown, CT Newtown Savings Bank is seeking an individual with 1-3 years of financial services experience for the role of Debit Card Disputes & Operations Representative . This position is responsible for the timely, accurate, and compliant administration of debit card customer transaction disputes. This role reviews, investigates, processes, and resolves disputes in accordance with regulatory requirements, payment network rules, and established bank procedures. The position works closely with branch staff, Customer Service Center personnel, vendors, and internal departments to support dispute resolution efforts, recover funds when possible, identify emerging trends, and enhance operational effectiveness. This is an onsite opportunity at our corporate office in Newtown, CT. The role has a remote option of one day per week.

PRIMARY RESPONSIBILITIES

Reviews incoming customer disputes to ensure all documentation is complete, accurate, and properly submitted. Collaborates with originating employees to resolve discrepancies, correct errors, and obtain additional information as needed. Investigates and resolves customer transaction disputes within regulatory timeframes and established service standards. Initiates required account credits and debits, ensures timely customer notifications, and utilizes vendor platforms to facilitate dispute resolution and recovery efforts. Identifies, documents, and communicates emerging dispute, and operational trends. Supports the collection and analysis of information used for incident reporting, loss prevention initiatives, and process improvement efforts. Escalates significant concerns, risks, or patterns to management as appropriate. Recommends enhancements to dispute processing systems, procedures, and workflows to improve efficiency, strengthen controls, reduce losses, and enhance the customer experience. Serves as a resource for branch personnel and Customer Service Center employees by providing guidance and support related to dispute processing. Responds to inquiries promptly and professionally while ensuring consistency with established policies, procedures, and regulatory requirements. Completes monthly reconciliations of payment related general ledger accounts and resolves outstanding balancing items in a timely manner. Supports debit card operations by working closely with the eServices team to assist with card-related servicing, issue resolution, operational processes, customer support activities, and the implementation of enhancements that improve the overall cardholder experience. Maintains compliance with all applicable federal and state regulations, agency guidance, and payment network rules, including but not limited to Visa, NACHA, and Zelle requirements. Supports internal and external audits, regulatory examinations, and compliance reviews by gathering requested documentation, preparing reports, and responding to information requests. Maintains current knowledge of dispute processing requirements, trends, industry best practices, and regulatory developments. Participates in industry forums, training opportunities, and professional discussions to support ongoing expertise and organizational readiness.

POSITION REQUIREMENTS

Associates degree or equivalent work experience in a related function (i.e. banking operations, fraud prevention/detection, legal/compliance) Minimum 1-3 years experience in financial services. Strong working knowledge of applicable federal and state regulartions/laws (Reg E, Reg Z, UDAAP and payment association rules (Visa, NACHA, Zelle). Critical thinking skills and ability to work independently to complete assigned responsibilities. Ability to research and perform routine investigations independently. Strong analytical skills and instincts (e.g., recognizing suspicious activity, identifying when additional assessment is prudent and when escalation is appropriate). Demonstrates effective time management skills ensuring time is used efficiently and productively. High degree of accuracy and attention to detail. Must be able to work collaboratively within the team as needed and to work cooperatively with other areas of the bank. Strong working knowledge of MS Office Suite.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs. Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status. #J-18808-Ljbffr Newtown Savings Bank