Payment Disputes Specialist II

Triumph Financial, Inc.; Pleasant Valley Township (IA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Paid Time Off

401k

Job summary

TBK Bank, a subsidiary of Triumph Financial, Inc., seeks a Payment Dispute Analyst to investigate and resolve disputes across debit, ACH, Zelle, and related channels while ensuring regulatory compliance and accurate documentation.

The role supports the Payments Operations team, tracks case outcomes, and partners with Customer Support and Risk Management to minimize losses and improve processes.

Qualifications

• 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.
• Proficiency with Microsoft Office applications, including Excel.

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 service level agreements (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 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.
• Identify potential operational, fraud, compliance, or customer risks and escalated concerns appropriately.
• Support internal and external audits, examinations, and quality assurance reviews by providing accurate documentation and case support.
• Communicate professionally with customers regarding dispute 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 ensure timely completion of assigned cases.
• Analyze dispute data to identify trends, root causes, operational gaps, and opportunities for process improvement.
• Participate in initiatives that improve customer experience, enhance operational efficiency, strengthen controls, and reduce losses.
• Perform additional payment operations responsibilities and special projects as assigned.
• Perform other duties as assigned

Skills

Analytical skills

Regulatory knowledge

Attention to detail

Excel proficiency

Dispute processing

Fraud awareness

Tools

Dispute management platforms

Payment networks

Job description

TBK Bank, a subsidiary of Triumph Financial, Inc., seeks a Payment Dispute Analyst to investigate and resolve disputes across debit, ACH, Zelle, and related channels while ensuring regulatory compliance and accurate documentation.

The role supports the Payments Operations team, tracks case outcomes, and partners with Customer Support and Risk Management to minimize losses and improve processes.