Disputes Credit/Debit Card Non Fraud (CCNF) Chargeback

The Lead Debit Card Dispute Operations is responsible for overseeing the end-to-end debit card dispute process, ensuring timely, accurate, and compliant resolution of cardholder disputes in accordance with regulatory guidelines (e.g., Regulation E) and Visa guidelines. The lead acts as a subject matter expert, providing guidance to team members, improving process efficiency, and serving as a liaison between operations, customer service, compliance, and external partners.

Key Responsibilities:

Lead a team of dispute analysts in handling debit card transaction disputes, ensuring consistent application of procedures and regulatory compliance.

Serve as the point of escalation for complex or high-risk disputes; provide resolution strategies and decision-making support.

Ensure adherence to Regulation E and network rules (e.g., Visa, MasterCard) regarding chargebacks, provisional credits, and investigation timeframes.

Monitor dispute volumes and workflows; assist with resource allocation and workload balancing.

Review dispute cases for accuracy, quality, and timely resolution; conduct root cause analysis and recommend process improvements.

Train and mentor team members; support onboarding and development of new staff.

Collaborate with other locations to ensure seamless dispute handling and customer experience.

Generate and analyze reporting on dispute trends, losses, and operational performance, present findings to management.

Support audit and compliance reviews by preparing required documentation and responding to inquiries.

Stay current with industry trends, regulatory changes, and card network rules related to dispute management.

Qualifications:

Bachelor’s degree in business, Finance, or related field (or equivalent experience).

Prior 2+ years leadership experience is mandatory.

5+ years of experience in debit card dispute resolution or financial services operations.

Strong knowledge of Regulation E, and card network dispute rules.

Excellent problem-solving, analytical, and organizational skills.

Strong verbal and written communication skills.

Proficiency in dispute processing platforms and banking systems (DCC, conversant, Salesforce, Pega, FIS, TSYS or similar)

.

Key Competencies:

Leadership and team development

Detail-oriented with high accuracy and compliance focus

Decision-making under pressure

Risk and fraud awareness

Strong customer service orientation