Sr. Dispute Program Specialist

Posted: 03/12/2023

Responsible for assisting with Lincoln Savings Bank’s (LSB) compliance activities, including quality assurance testing, risk assessments, and review of bank-wide policies and procedures. The Senior Dispute Program Specialist researches and resolves electronic fund transfer (EFT) dispute claims. This position is responsible for analyzing EFT dispute claims to ensure compliance with Regulation E, Regulation Z and all applicable payment network rules and guidelines. Critical thinking is required to decipher the proper course of action for various claim types with consideration for potential fraud, network rules, and customer type. Essential Functions: • Investigate and evaluate disputes/chargebacks. • Act as a dispute subject matter expert. • Monitor open EFT disputes for timeline requirements regarding provisional credits and completion of the investigation. • In-depth examination of system and transactional data to determine authenticity of claim and find resolutions for denial or processing. • Monitor systems to detect possible fraudulent behavior. • Track and action case within timeframes based on regulatory guidelines and client requirements. • Make recommendations to implement changes in our continuous efforts to improve processes. • Understand compliance and verification procedures to effectively evaluate cardholder information. • Respond to inquiries from internal and external stakeholders regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status, and data input. • Enter data into client-specific systems to accurately record and keep track of cardholder, card transaction, and case information. • Adhere to all rules of various payment networks when receiving funds, requesting documentation from merchants, and resolving issues within the applicable networks to minimize/control liability or loss for the bank. Require detailed knowledge of payment network dispute processing. • Maintain current knowledge of Regulation E and applicable Regulation Z guidelines to keep the bank in compliance. • Participates in civic, community, and networking events to cultivate productive relationships for LSB. • Performs other duties as assigned by management. Key Attributes: • Exceptional organizational and time management skills. • Strong written and verbal interpersonal communication skills. • Ability to work independently and resolve issues with minimal support. • Advanced analytical skills. • Excellent project management and organizational skills and capability to handle multiple projects at one time. • Comfortable presenting to senior and executive management. • Ability to build relationships at all levels. • Strong research and problem-solving skills. • Proficient in MS Office applications (Excel, Word, PowerPoint). Required Qualifications: • 5+ years of financial services or banking experience directly handling Reg E disputes. • Thorough and current regulatory knowledge and understanding of Electronic Fund Transfers Act (Reg. E), Expedited Funds Availability Act (Reg. CC), Fraud investigation, and NACHA rules • Experience with agile delivery methodologies. Preferred Qualifications: • Bachelor’s degree or commensurate work experience in related field. • Digital and Consumer Deposits and/or Merchant Services/Risk experience. • Accredited ACH Professional (AAP) or Accredited Payments Risk Professional (APRP). Physical Demands: • Occasionally lift and/or move items over 10 pounds. • Remain sedentary (seated) for extended periods of time. Working Environment: • Work is performed in a professional office environment. • This role uses standard office equipment such as computers and phones. Travel: • Limited travel expected This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Type of Employment: Full-Time

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