Senior Dispute Resolution Specialist

Old Second National Bank; Aurora (IL); On-site; USD 31,000 - 40,000; Full time

Job summary

Old Second National Bank in Aurora, IL is seeking a Senior Dispute Resolution Specialist to manage complex dispute cases, review transaction details, and guide customers through the dispute process using Centrix DTS and the Data Navigator portal.

You will ensure compliance with Reg E and Mastercard guidelines, resolve chargebacks efficiently, maintain meticulous documentation, and support the dispute team with training and cross‑department coordination.

Qualifications

• Two or more years of bank operations or dispute experience.
• Familiarity with Reg E and Mastercard guidelines is preferred.
• Ability to learn and apply information and policies quickly.

Responsibilities

• Review transaction details, gather documentation, and analyze evidence.
• Adhere to Reg E/Mastercard guidelines and manage chargeback workflows.
• Process Reg E disputes involving debit, ACH, and Zelle.
• Maintain accurate dispute documentation for audits and reporting.
• Respond to customer inquiries and coordinate with merchants.

Skills

Dispute resolution

Bank operations

Customer service

Reg E knowledge

Education

High School diploma

Tools

Centrix DTS

Data Navigator

Card processor systems

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!

Move your career forward at Old Second.

Position Overview

The Senior Dispute Resolution Specialist is 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.

Additional Responsibilities

• Internal expert on dispute investigation and resolution.
• Supports training and ongoing coaching of team members.
• Ensures compliance and accuracy in the handling of Zelle and ACH disputes.
• Ensures disputes are accurately reviewed, resolved, and closed within required timelines.

Minimum Requirements

• High School diploma (or equivalent), and two or more years of bank operations or dispute experience; or equivalently 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.

This job description is not intended to be all-inclusive.

Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

Location Details

This position requires the incumbent to work onsite (37 S. River Street, Aurora, IL 60506) 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!