Dispute Operations Specialist - Card & ACH (Contract)

Swoon; Newport News (VA); Hybrid; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health benefits

Dental & Vision benefits

Job summary

Swoon is seeking a Dispute Operations Representative for a hybrid role based in Newport News, VA. This contract position will manage intake, investigation, processing, and resolution of card and payment disputes for a credit union client.

You will handle debit/credit card and ACH disputes, gather documentation, ensure regulatory compliance, and provide responsive member service while maintaining detailed records and reporting.

Qualifications

• Experience handling card and payment disputes.
• Familiarity with Regulation E and NACHA.
• Strong documentation and reporting skills.

Responsibilities

• Investigate and resolve disputed debit/credit card and ACH transactions.
• Gather supporting documentation from members and related parties.
• Process disputes and adjustments per network rules and regulations.
• Follow Regulation E and NACHA requirements throughout the process.
• Communicate status and outcomes clearly to members.
• Maintain detailed case records and prepare management reports.
• Collaborate with Branch Services, Fraud & BSA, and Accounting.
• Assist members by phone, CRM cases, online banking messages, and email.

Skills

Attention to detail

Communication

Problem solving

Tools

CRM systems

Job description

Swoon is seeking a Dispute Operations Representative for a hybrid role based in Newport News, VA. This contract position will manage intake, investigation, processing, and resolution of card and payment disputes for a credit union client.

You will handle debit/credit card and ACH disputes, gather documentation, ensure regulatory compliance, and provide responsive member service while maintaining detailed records and reporting.