Dispute Resolution Lead: Investigations and Compliance

United Community Bank; Cleveland Forest (SC); On-site; USD 50,000 - 77,000; Full time

Job summary

United Community Bank is seeking a Dispute Resolution Team Lead to guide a group of dispute agents across debit card, ACH, check, and other transactions. You will lead investigations, ensure timely resolutions, and maintain high standards of customer service.

In this role you will balance hands-on casework with coaching, performance management, and process improvements. Collaboration with Legal, Compliance, Fraud, and other teams is essential to drive risk mitigation.

Qualifications

• Strong analytical abilities with a focus on quickly identifying trends and patterns.
• Demonstrated leadership and people-management capabilities.
• High attention to detail and strong organizational abilities.
• Excellent communication skills.
• Proficiency with investigative tools, technologies, and related software.
• Strong customer-service orientation with empathy and professionalism.
• Ability to make sound judgments in moderately complex situations and provide well-supported recommendations.
• Knowledge of BSA/AML/OFAC regulations and adherence to requirements.
• Knowledge of Regulation E and NACHA rules with consistent compliance.
• Understanding of Regulation CC and UCC return timeframes.
• Understanding of card-network rules and regulations.

Responsibilities

• Lead, mentor, and develop the Dispute Resolution Specialists with coaching and training to improve investigative effectiveness and customer outcomes.
• Balance hands-on casework with team oversight to meet regulatory requirements and internal standards.
• Drive onboarding and ongoing development of dispute specialists in lifecycle management, documentation, timelines, and tools.
• Act as primary escalation point for complex or high-risk disputes with sound judgment.
• Oversee reconciliation reporting to reduce financial risk and ensure timely resolution.

Skills

Analytical skills

Leadership

Attention to detail

Communication

Regulatory knowledge

Education

Bachelor's degree preferred

Tools

Verafin

MasterCard Connect

Fiserv Client Central

Director / Core platform

Wires / ACH / Debit systems

ServiceNow

Job description

United Community Bank is seeking a Dispute Resolution Team Lead to guide a group of dispute agents across debit card, ACH, check, and other transactions. You will lead investigations, ensure timely resolutions, and maintain high standards of customer service.

In this role you will balance hands-on casework with coaching, performance management, and process improvements. Collaboration with Legal, Compliance, Fraud, and other teams is essential to drive risk mitigation.