Dispute Processing Specialist

Burke & Herbert Bank & Trust; Camp Hill (Cumberland County); On-site; USD 28,000 - 33,000; Full time

Job summary

Burke & Herbert Bank & Trust in Camp Hill, PA seeks a detail-oriented Dispute Specialist to accurately process customer transaction disputes and ensure compliance with Regulation E, NACHA, Federal Reserve rules and UCC. The role identifies fraud signals and escalates suspicious activity while supporting loss mitigation efforts.

This in-office position involves working with fraud and risk teams, maintaining thorough documentation, and communicating effectively with customers and internal partners.

Qualifications

• High School Diploma or equivalent required.
• Minimum two years' experience in retail or banking required.
• Prior dispute processing or fraud operations experience preferred.
• Strong knowledge of Regulation E, NACHA rules, and UCC.

Responsibilities

• Process ATM and POS disputes in line with Regulation E and payment network rules.
• Investigate unauthorized transaction claims and flag fraud indicators.
• Process ACH disputes per NACHA Rules, including unauthorized entries.
• Review WSUDs and manage returns/adjustments within timeframes.
• Process check disputes per Fed rules and UCC Articles 3 and 4.
• Submit and monitor adjustments via clearing channels; provide timely notifications.
• Maintain documentation for audits, examinations, and regulatory compliance.

Skills

Regulation E

NACHA Rules

Fraud awareness

Analytical skills

Regulatory compliance

Education

High School Diploma or equivalent

Tools

Silverlake

Microsoft Office

Job description

Burke & Herbert Bank & Trust

CLASSIFICATION

Non-exempt

REPORTS TO

Deposit Operations Manager

JOB DESCRIPTION

Summary/Objective

Responsible for the accurate and timely processing of customer transaction disputes. This role ensures compliance with applicable regulatory requirements, including Regulation E, NACHA Operating Rules, Federal Reserve Operating Circulars, and the Uniform Commercial Code (UCC), while adhering to payment network rules and internal procedures. The specialist also plays a key role in identifying potential fraud patterns, mitigating losses, and escalating suspected fraudulent activity in accordance with Bank policies.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Process ATM and point‑of‑sale (POS) disputes in compliance with Regulation E and applicable payment network rules.
• Investigate unauthorized transaction claims, identify potential fraud indicators, and elevate suspicious activity per Bank procedures.
• Process ACH disputes in accordance with NACHA Operating Rules, including unauthorized, incorrect, and improper entries.
• Review Written Statements of Unauthorized Debit (WSUDs) and initiate returns or adjustments within required timeframes.
• Process check disputes in compliance with Federal Reserve Operating Circulars and UCC Articles 3 and 4, including forged, altered, counterfeit, or duplicate items.
• Submit and monitor card, ACH, and check adjustment or claim requests through applicable clearing channels.
• Ensure timely provisional credit, final determinations, and customer notifications as required by regulation.
• Identify dispute and fraud trends, support loss mitigation efforts, and partner with fraud and risk teams as needed.
• Maintain accurate documentation to support audits, examinations, and regulatory compliance.
• Respond to internal and external inquiries regarding dispute status, documentation requirements, and resolution timelines.

Other Duties

• Scans/Images and indexes documents as requested/needed.
• Stays informed of relevant compliance laws and regulations. Helps to ensure processes and procedures adhere to compliance laws and regulations.
• Perform other duties as assigned.

Skills/Abilities

• Strong working knowledge of Regulation E, NACHA Operating Rules, payment network rules, Federal Reserve Operating Rules, and UCC.
• Understanding of common fraud schemes involving debit cards, ACH, and checks.
• Excellent analytical and investigative skills with strong attention to detail.
• Ability to manage multiple cases while meeting strict regulatory timelines.
• Strong written and verbal communication skills.
• Proficiency with core banking systems (Silverlake) and Microsoft Office applications.

Education and Experience

• High School Diploma or equivalent required.
• Minimum two years' experience in retail or banking required.
• Prior experience in dispute processing, fraud operations, deposit operations, ACH, card services, or banking operations preferred.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and opening cabinets. This position requires bending or standing, as necessary.

Travel

Travel may be required for this position.

For Applicants located in Preston, Maryland (MD):

The anticipated salary range for this position is $20.00-$24.00 per hour.

For Applicants from all other locations:

The salary will be based on experience, qualifications, and geographic location.The ranges listed for Maryland represent the good‑faith compensation the Company reasonably expects to pay for the position at the time of posting. Actual compensation will be determined based on factors including, but not limited to, the candidate's skills, qualifications, experience, education, certifications, internal equity, and business needs. This position may also be eligible for additional compensation, such as bonuses or incentive pay, where applicable.

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note 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.

This employer is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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