Fraud Specialist (Pensacola)

Job Title: Debit Card Dispute Resolution Specialist

Location : Hybrid at Pensacola, FL or Winchester, VA

Duration : 6 Months Contract - Can Extend

Job Summary

• The Debit Card Dispute Specialist is responsible for reviewing, processing, and resolving debit card dispute claims in accordance with Federal regulations, Visa/Mastercard network rules, and internal policies. The role involves handling chargebacks, arbitration, compliance cases, and member inquiries while ensuring accurate documentation and timely resolution. The specialist will also identify fraud risks, support loss prevention efforts, and ensure secure financial transactions under direct supervision.

Responsibilities:

Dispute Processing & Case Management

• Review, process, and resolve routine debit card dispute cases in accordance with Federal, Visa/Mastercard, and organizational policies
• Identify and process chargebacks, representments, pre-arbitration, and compliance cases
• Research moderately complex disputes using financial institution documentation and transaction records
• Determine corrective actions for invalid charges and ensure proper resolution

Research & Investigation

• Analyze transaction histories, card activity, and supporting documentation to validate member claims
• Request additional information from members, merchants, and financial institutions within required timelines
• Conduct account investigations for PIN-based and signature-based transactions
• Utilize dispute systems and tools such as Visa Online, RDR, issuer/acquirer systems, and related platforms

Member & Stakeholder Communication

• Respond to escalated inquiries from contact centers and branch personnel
• Communicate with members, merchants, processors, and financial institutions regarding dispute cases
• Provide updates and clarification regarding dispute status and resolutions

Compliance & Risk Management

• Ensure adherence to regulatory guidelines, consumer protection laws, and payment network rules
• Identify fraudulent activity, counterfeit risks, and account security threats
• Document case progress to minimize financial loss to members and the organization
• Execute general ledger entries and maintain accurate financial tracking of dispute cases

Documentation & Reporting

• Maintain accurate records of dispute cases, actions taken, and resolutions in case management systems
• Scan and upload chargeback documentation into internal systems
• Track arbitration and compliance cases to ensure timely resolution

Additional Responsibilities

• Stay updated on regulatory changes, industry trends, and payment network updates
• Assist in training and mentoring Level I dispute specialists as needed
• Perform other duties as assigned

Qualifications

Required Qualifications

• Knowledge of debit card dispute processes, chargeback regulations, and Visa/Mastercard network rules
• Understanding of financial institution operations, accounting principles, or auditing techniques
• Experience handling financial transactions or dispute resolution processes
• Strong analytical skills with ability to identify patterns and draw logical conclusions
• Knowledge of compliance standards and consumer protection regulations
• Ability to manage multiple tasks in a high-volume, fast-paced environment
• Strong customer service and communication skills
• Ability to interpret policies, procedures, and regulatory guidelines accurately
• Proficiency in navigating multiple systems and PC applications
• Strong organizational, time management, and problem-solving skills
• Basic experience with databases and presentation tools
• Ability to exercise sound judgment and handle sensitive situations professionally