Dispute Resolution Specialist

Old Second National Bank; Aurora (IL); On-site; USD 64,615,000 - 83,956,000; Full time

Job summary

Old Second National Bank is seeking a Dispute Resolution Specialist in Aurora, IL to manage complex dispute cases and guide customers through disputes in Centrix DTS and Data Navigator. The role supports daily operations of the dispute resolution team.

The position requires at least a high school diploma and 1+ year in banking or operations, with strong communication and technical skills. On-site work is required; compensation and benefits accompany the role.

Qualifications

• Minimum: High School diploma or equivalent with banking/operations experience.
• Strong verbal and written communication, and ability to work with teams.
• Ability to learn systems and adapt to changing processes.

Responsibilities

• Review transaction details and analyze evidence to determine dispute validity.
• Adhere to Reg E and Mastercard guidelines and manage chargeback workflows.
• Process Reg E disputes and gather support for resolution.
• Use bank software and card processor systems to manage disputes lifecycle.
• Handle customer inquiries, manage disputes, and communicate with merchants.
• Maintain documentation for audits, reporting, and compliance.
• Stay current on debit card, Zelle, ACH rules and regulatory requirements.
• Provide information to other departments regarding disputes.
• Respond to group mailbox emails; perform other duties as needed.

Skills

Verbal communication

Written communication

Interpersonal skills

Computer skills

Adaptability

Education

High School diploma or equivalent

Job description

Who We Are

At Old Second, you're first! For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started.

With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets. At Old Second we embrace values that foster an environment of community and growth. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together!

Position Overview

The Dispute Resolution Specialistis responsible for managing complex dispute cases, providing expert guidance and support to customers regarding dispute inquiries, processing disputes in the case-management platform (Centrix DTS), and managing dispute documentation within Data Navigator portal. The Specialist also supports the daily operations of the dispute resolution team.

Essential Job Functions

• Review transaction details, gather documentation, and analyze evidence to determine the legitimacy of disputes.
• Adhere to Reg E/Mastercard guidelines and manage chargeback workflows. Ensuring accuracy, completeness, and adherence to strict deadlines.
• Process Reg E disputes determining most effective Return Reason Codes and gathering support for successful dispute resolution. (Debit card, ACH, Zelle).
• Utilize bank software and card processor systems to manage the dispute lifecycle.
• Handle customer inquiries, manage disputes, and communicate with merchants.
• Maintain accurate documentation to support audits, reporting, and compliance requirements.
• Stay current on Debit Card, Zelle, ACH network rules and regulatory requirements related to disputes and chargebacks.
• Provides information and assistance to other departments with questions regarding disputes.
• Review/reply to emails coming into group mailboxes and folders.
• Other related duties may be assigned.

Minimum Requirements

• High School diploma (or equivalent), and one year or more of retail banking and/or bank operations experience; or equivalent combination of education and experience.

Competencies

• Strong verbal, written, and interpersonal communication skills.
• Strong computer skills and ability to adapt to new technology.
• Ability to learn, understand, and apply information and policies.
• Ability to readily adapt in response to changes in schedule and work priorities.

Preferred, but not required

• Previous ATM experience.

Location Details

This position requires the incumbent to work onsite on a daily basis to perform the regular responsibilities of the role.

Compensation & Benefits

Base pay: $22.55 - $29.30/hour

Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

Benefits: How We Support You - Old Second

Thanks for considering Old Second!