Dispute Resolution Associate

Peoples Bank • Holyoke, MA • 4d ago

Dispute Resolution Associate Regular Full time Holyoke, MA, US
Requisition ID: 2561 Salary Range: \$23.54 To \$32.95 Annually Summary:
The Dispute Resolution Associate (Electronic Case Review Representative)
serves as the primary point of contact for all customer dispute-related
inquiries, ensuring an efficient and positive experience throughout the
resolution process. This role is responsible for investigating,
analyzing, and resolving Reg E and ACH disputes in compliance with all
applicable regulations. Working closely with merchants, bank partners,
and internal departments, the representative gathers information,
evaluates transaction data, and maintains accurate case documentation
from initiation through resolution. In addition to dispute review, this
position supports a broad range of functions within the Electronic
Banking department, including online banking inquiries, mobile deposit
tasks, and ATM/Debit Card maintenance. The representative also assists
with card-related research, escalated issues, and the continuous
improvement of departmental procedures. Success in this role requires
exceptional attention to detail, strong communication skills, and the
ability to manage multiple cases simultaneously in a fast-paced,
compliance-driven environment. Essential Duties and Responsibilities:
Investigate and resolve Reg E disputes in a timely and complaint manner
Analyze transaction data and supporting documentation to determine
validity of each dispute Communicate with merchants and internal
departments to gather necessary information Ensure compliance with
Reg-E, NACHA and other applicable regulations Maintain accurate records
of case progress, decisions, and resolutions Identify trends or
reoccurring issues and escalate when needed Provide exceptional customer
service during the dispute process Performs required online banking and
mobile deposit tasks. Responds to inquiries and performs problem
resolution as necessary Acts as the secondary contact for all ATM/Debit
Card ordering and maintenance functions, including processing of
ATM/Debit Card maintenance forms and requests Reviews and updates
procedures, as necessary Serves as the primary contact for card-related
research and escalated issues including closed card charges. Completes
all yearly compliance training and testing and complies with bank,
federal, and state regulations. Complies with Bank Policies and
Procedures. Other related duties may be assigned Education and
Experience: High school diploma and two to three years of related
experience; OR training OR a combination of training and education.
Skills Required: Experience in dispute resolution, banking operations or
fraud investigation. Strong knowledge of Reg-E and ACH dispute
procedures. Excellent attention to detail and organizational skills.
Effective verbal and written communication skills. Ability to work
independently and manage multiple cases simultaneously. Thorough
knowledge of banking and compliance regulations. Computer/Technical
Skills: Proficiency in MS Office/365 (Word, Outlook, Excel, Teams,
PowerPoint, Access) Strong Excel skills required Familiarity with
financial systems and dispute case management tools.

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