Dispute Investigator

Ouro and Real Madrid Football Club; Austin (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Netspend Corporation in Austin, TX is seeking a Dispute Investigator to own customer claims about unauthorized activity, billing errors, and merchant issues. You will dive into transaction histories, gather evidence, and decide outcomes impacting customers’ finances.

The role emphasizes regulatory adherence and accurate, timely resolution. You will handle end-to-end investigations, manage chargebacks with card networks, and maintain precise documentation while meeting quality and productivity

Qualifications

• 1–3 years of experience in financial services, dispute resolution, fraud investigation, chargeback processing, or banking operations.
• Strong analytical thinking and the ability to spot patterns from complex data.
• Proficiency with core banking platforms and case management software.

Responsibilities

• Conduct End-to-End Investigations: review and analyze high-risk disputes to determine fraud liability or billing errors.
• Execute Chargebacks: initiate and manage the chargeback process through card networks following rules and timeframes.
• Maintain Regulatory Compliance: ensure all claims align with Regulation E, Regulation Z, and state laws.
• Adhere to Internal Policies: follow procedures to mitigate financial, legal, and reputational risk.
• Hit Performance Targets: meet daily productivity and quality benchmarks to support SLAs.
• Documentation & Communication: document findings clearly and communicate resolutions to internal teams and customers.
• Trend Awareness: identify patterns in dispute data and escalate to leadership.

Skills

Fraud investigation

Chargeback processing

Analytical mindset

Regulatory compliance

Attention to detail

Education

High School Diploma or equivalent

Tools

Visa Resolve Online

Mastercard Connect

Job description

Location

Austin, TX

Employment Type

Full time

Department

Payments & Risk

About the Company:

Netspend Corporation is a global, vertically-integrated financial services and technology company dedicated to the delivery of innovative financial empowerment solutions to consumers worldwide. Netspend's financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.

Netspend provides prepaid and debit account solutions that connect customers with secure, convenient access to global payment networks so they can manage their money and make everyday purchases. With a nationwide U.S. retail network, customers can purchase and reload Netspend products at 130,000 reload points and over 100,000 distributing locations.

Since our founding in 1999 by industry pioneers, Netspend products have processed billions of dollars in transaction volume and served millions of customers worldwide. The company is headquartered in Austin, Texas with employees worldwide.

As a Dispute Investigator, you will take ownership of customer claims regarding unauthorized activity, billing errors, and merchant issues. This isn't just about data entry; you will dive deep into transaction histories, gather evidence, and make critical decisions that directly impact our customers' financial well-being. Your success will be measured by your ability to resolve claims accurately, process chargebacks efficiently, and maintain high standards of quality and productivity, all while strictly following financial regulations.

Essential Functions & Responsibilities:

Conduct End-to-End Investigations: Review and analyze complex, high-risk, or escalated transaction disputes to determine fraud liability or billing errors

Execute Chargebacks: Initiate and manage the chargeback process through card networks (such as Visa/Mastercard) adhering strictly to network rules and timeframes

Maintain Regulatory Compliance: Ensure all claims are handled in strict accordance with federal financial regulations (including Regulation E and Regulation Z), as well as state laws and company policies

Adhere to Internal Policies: Follow established operational procedures and guidelines to mitigate financial, legal, and reputational risk for the company

Hit Performance Targets: Consistently meet or exceed individual daily productivity benchmarks and quality assurance metrics to support department SLAs (Service Level Agreements)

Documentation & Communication: Maintain precise, clear documentation of investigation findings and communicate resolution decisions effectively to internal teams and customers when required

Trend Awareness: Identify well-defined patterns or anomalies in dispute data and elevate findings to senior team members or leadership for further analysis

Qualifications:

Education: High School Diploma or equivalent

Experience: 1–3 years of experience in financial services, ideally within dispute resolution, fraud investigation, chargeback processing, or banking operations

Regulatory Knowledge: Solid foundational understanding of Regulation E (electronic fund transfers) and/or Regulation Z (credit card billing errors) is highly preferred

Technical Skills: Proficiency with core banking platforms, case management software, and network tools (e.g., Visa Resolve Online / Mastercard Connect).

Analytical Mindset: Exceptional critical thinking skills with the ability to spot patterns, piece together disparate data, and make objective, evidence-based decisions.

Drive for Efficiency: Comfort working in a high-volume, metrics-driven environment where speed, attention to detail, and quality must go hand-in-hand