Dispute Specialist

Summary: The Dispute Specialist is responsible for handling and resolving disputes related to electronic transactions, ensuring compliance with Regulation E, Visa rules, NACHA guidelines, and internal bank policies. This role involves processing debit card fraud and disputes, ACH disputes, Zelle disputes, business credit card disputes, and prepaid card disputes while maintaining a high standard of accuracy and efficiency. The processor will work directly with customers, merchants, and internal teams to investigate and resolve claims while leveraging the Centrix Dispute Management system. This role plays a critical part in protecting the bank and its customers from financial loss while ensuring compliance with industry regulations and fraud prevention protocols.

Essential Duties and Responsibilities include the following.

• Investigate, evaluate, and resolve debit card, ACH, Zelle, business credit card, and prepaid card dispute claims from initiation to resolution.
• Utilize available tools and applications to determine dispute options, assess cardholder liability, and ensure compliance with regulatory and network guidelines.
• Process and review chargebacks using FIS Data Navigator, ensuring timely and accurate completion.
• File Zelle disputes via FIS email and ensure cases are handled within regulatory timeframes.
• Monitor and manage provisional and final credit adjustments, ensuring compliance with dispute resolution guidelines.
• Maintain a thorough understanding of Regulation E, Visa rules, NACHA guidelines, and other applicable dispute resolution requirements.
• Review and analyze transaction details to determine claim eligibility, regulatory timeframes, and appropriate resolution paths.
• Prepare and maintain detailed case files, ensuring all required documentation is accurate and complete.
• Utilize the CentrixDTS application to process claims, review daily file updates, and report discrepancies.
• Provide written communication to customers regarding the status of their disputes using the CentrixDTS application.
• Investigate and resolve customer complaints related to disputed transactions using the Kadence complaint system.
• Monitor and detect debit card and ACH fraud through fraud detection software, core system reports, alerts, and other monitoring tools.
• Identify potential fraud trends, assess transaction patterns, and report issues to the Fraud Team Lead for further investigation.
• Adhere to fraud prevention protocols and escalate suspicious activity as needed.
• Work closely with the ACH department to facilitate the timely return of unauthorized transactions in compliance with NACHA rules and regulations.
• Ensure all ACH disputes are processed efficiently and accurately to minimize financial loss and protect customers.
• Provide guidance and instruction to internal teams regarding dispute-related inquiries and resolutions.
• Work with merchants and financial institutions to validate claims, attempt resolution, and recover funds when possible.
• Collaborate with internal teams to stay updated on new processes, system changes, software application updates, and their impact on dispute handling procedures.

• Log monthly debit card dispute totals for risk reporting and audit purposes.

• Assist in reconciling the provisional credit general ledger to ensure accurate financial reporting.
• Compile and provide required documentation for internal audits as requested.
• Maintains Visa Dispute Certification annually by completing annual exams to retain certification.
• Stay current with industry best practices, fraud trends, and regulatory changes affecting dispute processing.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies - To perform the job successfully, an individual should demonstrate the following competencies:

Analytical and Design - Collects and researches data; Demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.

Interpersonal Skills/Customer Service - Maintains confidentiality; manages difficult or emotional customer situations; Responds promptly to customer needs; Meets commitments.

Oral and Written Communication - Responds well to questions; Writes clearly and informatively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity.

Judgment and Motivation - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions.

Quality and Quantity - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.

Attendance/Punctuality and Dependability - Is consistently at work and on time; Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals.

Adaptability, Initiative and Innovation - Adapts to changes in the work environment; Manages competing demands; Asks for and offers help when needed; Generates suggestions for improving work.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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.

Education and/or Experience

Bachelor's degree (B. A.) from a four-year college or university preferred; minimum three to five years' experience in a financial institution with a thorough knowledge of Reg E dispute processing, general fraud prevention and an understanding of banking business functions and processes; or equivalent combination of education and experience. VISA Dispute Resolution Associate Certification required; VISA Dispute Resolution Professional preferred.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have basic knowledge of computer applications such as the Internet, Outlook, Microsoft Word, Microsoft Excel and banking software. Ability to use basic office machines including 10-key, computer keyboard, telephone, fax machine and copy machine.

Customer Service Skills

Ability and judgment to interact and communicate appropriately with other employees, customers and supervisor. Ability to serve customers, both internal and external, (community/public) in a manner that will reflect superior customer relations and enhance the overall marketing effort of Community Trust.

Physical Demands The physical demands 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.

While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment The work environment characteristics 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.

The noise level in the work environment is usually moderate.

This job description reflects management's assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Origin Bank shall, in its discretion, modify or adjust the position to meet the Bank's changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Bank's sole discretion.

Origin Bank is an equal opportunity employer and we do not discriminate in hiring or employment on the basis of race, color, sex, age, marital or veteran status, non-job related disability, religion, national origin, genetic information or any other basis protected by law.

Remote positions are intended to be filled in states within our footprint, which includes: Alabama, Florida, Louisiana, Mississippi, and Texas. Any exception to this policy requires further regulatory review and approval by management.