Dispute Representative

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

This will be a hybrid role based in Newport News, VA and will be a 6-month contract opportunity with Benefits - Health, Dental & Vision.

Position Summary

Swoon is seeking a Dispute Operations Representative to manage the intake, investigation, processing, and resolution of card and payment disputes for a credit union client. This role supports debit card, credit card, ACH, and other electronic funds transfer disputes while ensuring accurate documentation, regulatory compliance, and responsive member service.

Key Responsibilities

• Investigate and resolve disputed debit card transactions, credit card transactions, ACH transfers, and other electronic funds transfer issues.
• Gather supporting documentation and evidence from members and relevant parties to evaluate claims.
• Review and process fraud and non-fraud dispute claims and adjustments in accordance with applicable payment network rules, federal regulations, and internal policies.
• Follow Regulation E and NACHA requirements throughout the dispute resolution process.
• Communicate dispute status and outcomes clearly and professionally, addressing member questions and concerns promptly.
• Maintain detailed case records, including investigation findings, actions taken, and final resolutions.
• Prepare and submit reports to management and regulatory bodies as needed.
• Collaborate with Branch Services, Fraud & BSA, and Accounting to resolve disputes and support the member experience.
• Assist internal and external members by phone, CRM cases, online banking messages, and email.
• Participate in ongoing training to stay current on applicable laws, regulations, and industry practices.

If interested in more details, please apply!