Payment Disputes Analyst II

Triumph Financial; Pleasant Valley Township (IA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Paid time off

Job summary

Triumph Financial's TBK Bank unit is seeking a Payment Dispute Analyst to investigate, process, and resolve disputes across debit card, ACH, Zelle, ATM and other channels. You will document case findings, ensure compliance with Regulation E and network rules, and partner with Fraud Operations, Risk Management, and Customer Support to minimize losses.

The ideal candidate has 2+ years in payment operations, strong analytical skills, and familiarity with dispute platforms.

Qualifications

• 2+ years of experience in payment operations or dispute processing.
• Knowledge of debit/ACH/Zelle disputes and fraud prevention.
• Strong analytical and problem-solving skills.

Responsibilities

• Investigate, process, and resolve payment disputes involving debit card, ATM, ACH, Zelle, and related electronic payment transactions.
• Evaluate customer claims and supporting documentation to determine eligibility for provisional and final credit in accordance with regulatory requirements.
• Maintain complete, accurate, and audit-ready case documentation throughout the dispute lifecycle.
• Ensure dispute cases are processed within established SLAs and regulatory timelines.
• Prepare, submit, monitor, and track chargebacks, representments, pre-arbitration, arbitration, and compliance cases in accordance with network rules and operating procedures.
• Track dispute outcomes and identify trends impacting chargeback volumes, losses, and recovery rates.
• Escalate complex or high-risk cases as appropriate.
• Ensure compliance with Regulation E, Mastercard/NACHA rules, and internal policies.
• Maintain current knowledge of payment regulations, network rule changes, fraud trends, and dispute management best practices.
• Identify operational, fraud, compliance, or customer risks and escalation concerns appropriately.
• Support audits and quality reviews with accurate documentation and case support.
• Communicate professionally with customers regarding dispute status and required documentation.
• Partner with Customer Support, Branches, Fraud Operations, Risk Management, Compliance, and other partners to resolve escalated payment issues.
• Respond to inquiries within service standards.
• Serve as a subject matter expert on dispute procedures and processes.
• Complete general ledger entries and reconcile dispute-related accounts.

Skills

Payment operations

Dispute processing

Regulation E knowledge

Analytical skills

Detail oriented

Excel

Tools

Dispute management platforms

Microsoft Office

Job description

Join TBK Bank!

At TBK Bank, a subsidiary of Triumph, we're a team of passionate, driven, collaborative, solutions-minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK means striving for excellence, while delivering with humility. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.

The Payment Dispute Analystis responsible forinvestigating, processing, resolving, and tracking payment disputes across debitcard, ACH, Zelle, ATM, and other electronic payment channels. This role serves as a critical member of the Payment Operations organization, ensuringtimelyandaccuratedispute resolution whilemaintainingcompliance with Regulation E, NACHA Operating Rules, Mastercard Operating Regulations, BSA/AML requirements, and other applicable regulatory and network requirements.

The analyst performs detailed transaction investigations, manages chargeback and recovery activities, documents case findings, and collaborates with cross-functional partners to resolve customer disputes and minimize financial losses. This position acts as a subject matter expert for dispute processing, fraud-related investigations, payment exception handling, and operational risk controls while supporting continuous improvement initiatives across the payment ecosystem.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Investigate, process, and resolve payment disputes involving debit card, ATM, ACH, Zelle, and related electronic payment transactions.
• Evaluate customer claims and supporting documentation todetermineeligibility for provisional and final creditin accordance withregulatory requirements.
• Maintain complete,accurate, and audit-ready case documentation throughout the dispute lifecycle.
• Ensure dispute cases are processed within established service level agreements (SLAs) and regulatory timelines.
• Prepare,submit, monitor, and track chargebacks, representments, pre-arbitration, arbitration, and compliance casesin accordance withnetwork rules and operating procedures.
• Track dispute outcomes andidentifytrendsimpactingchargeback volumes, losses, and recovery rates.
• Escalate complex or high-risk cases asappropriate.
• Ensure compliance with Regulation E, Mastercard Operating Regulations, NACHA Operating Rules, BSA/AML requirements, and applicable internal policies and procedures.
• Maintain current knowledge of payment industry regulations, network rule changes, fraud trends, and dispute management best practices.
• Identifypotential operational, fraud, compliance, or customer risks and escalation concerns appropriately.
• Support internal and external audits, examinations, and quality assurance reviews by providingaccuratedocumentation and case support.
• Communicate professionally with customersregardingdispute status, documentation requirements, and resolution outcomes.
• Partner with Customer Support, Branches, Fraud Operations, Risk Management, Compliance, and other business partners to investigate and resolve escalated payment issues.
• Respond to internal and external inquiries within established service standards.
• Serve as a subject matter expert and provide guidance on dispute procedures, payment exceptions, and operational processes.
• Complete general ledger entries, reconcile dispute-related accounts, and balance associated reports.
• Monitor dispute queues and workloads to ensuretimelycompletion of assigned cases.
• Analyze dispute data toidentifytrends, root causes, operational gaps, and opportunities for process improvement.
• Participate in initiatives that improve customer experience, enhance operational efficiency, strengthen controls, and reduce losses.
• Performadditionalpayment operations responsibilities and special projects as assigned.
• Perform other duties as assigned

EXPERIENCE & EDUCATION

• 2+ years of experience in payment operations, card operations, dispute processing, fraud operations, banking operations, or financial services.
• Knowledge of debit card disputes, ACH transactions, ATM transactions, and digital payment dispute processes.
• Strong analytical, investigative, and problem-solving skills.
• Ability to interpret regulations, network rules, and operational procedures.
• Strong attention to detail with the ability to manage multiple priorities and deadlines.
• Proficiencywith Microsoft Office applications, including Excel.

PreferredQualifications

• Experience with Mastercard or Visa dispute processing and chargeback management.
• Working knowledge of Regulation E, NACHA Operating Rules, and payment network regulations.
• Experience using dispute management, fraud monitoring, case management, or payment processing platforms.
• Professional certifications related to payments, fraud prevention, risk management, or financial services operations.

WORK ENVIRONMENT

The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.
• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
• Specific vision abilities are required by this job due to computer work.
• Light to moderate lifting is required.
• Regular, predictable attendance is required.

We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.