Position Summary
The Disputes Intake Specialist is the first point of contact for customers who question or challenge transactions posted to their accounts (e.g., unauthorized card charges, fees, or billing errors). The specialist gathers all pertinent information, performs an initial review for completeness and eligibility, creates the dispute case in the servicing platform, and routes it to the appropriate operational, fraud, or chargeback team for resolution. Success in this role requires strong customer-service skills, attention to detail, working knowledge of financial regulations and the ability to balance customer advocacy with compliance requirements.Key ResponsibilitiesCustomer Intake & Case CreationReceive dispute inquiries via phone or email and acknowledge receipt within required timeframes.Verify customer identity and the account/transaction details to ensure the request meets regulatory and internal criteria.Explain the dispute process, regulatory timelines, and required documentation to the customer in clear, concise language.Document all customer statements, supporting evidence, and interaction notes accurately in the case management system.Assign case codes (fraud, service dispute, merchant error, duplicate charge, etc.) and prioritize according to risk and deadline.Communication & Follow-UpProvide customers with reference numbers, expected timelines, and next-step instructions.Respond to customer status inquiries and coordinate with investigation teams to relay updates.Notify customers promptly when additional documents are needed and set reminder tasks.Key CompetenciesCustomer Focus – Advocates for the customer while protecting the bank from loss and regulatory penalties.Attention to Detail – Captures precise data points - notices discrepancies quickly.Compliance Mindset – Understands and adheres to strict timelines and documentation standards.Resilience & Adaptability – Maintains composure during high-volume periods or with upset customers.Team Collaboration – Coordinates handoffs and shares insights to improve end-to-end dispute handling.Working ConditionsHybrid or on-site call-center/operations environment - days in office may vary.Inbound phone queue with wearing of headset for extended periods - frequent keyboarding.Position may require background check