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About the Role

The Payment Dispute Specialist supports the Bank's payment dispute program by processing and investigating debit card and electronic payment fraud disputes in accordance with Regulation E, card network operating rules, Bank policies, and regulatory requirements. This position is responsible for reviewing dispute claims, gathering supporting documentation, processing provisional and final credits, managing chargebacks and recoveries, and ensuring disputes are resolved accurately and within required timeframes. The Payment Dispute Specialist works closely with internal stakeholders, Fraud Mitigation, Deposit Operations, and other business partners to deliver positive customer experiences while helping mitigate fraud losses. The position identifies potential fraud trends or concerns for escalation to senior team members and management.

Responsibilities

Receive, review, investigate, and process payment dispute claims submitted through branch, customer care center, digital, and written channels.
Resolve disputes across multiple payment types including debit card, Zelle, and emerging payment channels.
Determine dispute eligibility and adjudicate claims in accordance with applicable regulations, network rules, and Bank policies.
Conduct investigations involving unauthorized transactions, fraud claims, ATM transactions, duplicate transactions, and card-present/card-not-present activity.
Gather, analyze, and evaluate supporting documentation, transaction data, customer statements, merchant information, fraud monitoring alerts, and network responses to support dispute resolution.
Monitor and manage dispute case timelines to ensure compliance with regulatory, network, and internal service-level requirements.
Process provisional credits, final credits, debits, adjustments, recoveries, and related account transactions within established timelines.
Submit, manage, and respond to chargebacks, representments, pre-arbitration, and arbitration cases through applicable payment networks.
Utilize dispute management, card processing, and fraud monitoring systems to accurately manage dispute cases and support resolution activities.
Identify, monitor, and escalate high-risk fraud disputes, significant loss events, and emerging fraud trends to management as appropriate.
Support branches and customer service representatives in researching and resolving dispute-related inquiries.
Monitor activity for potential Bank Secrecy Act (BSA), Anti-Money Laundering (AML), or suspicious activity reporting requirements and escalate concerns in accordance with established procedures.
Perform all duties in accordance with regulatory requirements, the Bank's Risk Management Framework, and applicable policies and standards.

Requirements

2+ years of banking or related experience
High school diploma or equivalent required
Proficient with Microsoft Office suite (Excel, Word, Powerpoint)
Experience with debit card dispute processing systems and chargeback platforms
Prior experience with card operations, payment processing, fraud mitigation, or dispute resolution
Knowledge of Regulation E dispute requirements
Experience with Centrix Dispute Tracking System
Experience with Visa, Jack Henry, and Pulse networks
Associate or bachelor’s degree in business, finance, accounting, or related field

Skills

Strong understanding of debit card transaction processing and payment networks
Ability to independently make sound decisions, exercise good judgment, and maintain confidentiality
Working knowledge of debit card, ATM, Zelle, and other electronic payment channels
Strong investigative, analytical, and problem-solving abilities
Ability to identify fraud patterns and recommend preventative solutions
Excellent attention to detail, organization and documentation skills
Ability to interpret regulations, operating rules, and procedural requirements
Ability to manage multiple priorities while meeting strict regulatory deadlines
Ability to meet established productivity, accuracy, quality assurance, and regulatory compliance standards
Strong written and verbal communication skills

Location

Remote

Work Type

Full-time

Experience Level

2+ years

Education Level

High school diploma or equivalent
Associate or bachelor’s degree in business, finance, accounting, or related field

Salary/Compensations

$18.00-$23.40

Benefits

Robust medical, dental, and vision insurance packages
Generous time off, including paid federal holidays and paid day off for your birthday
401(k) retirement savings plan
Tuition reimbursement, professional development, and career growth opportunities
Employee assistance program
Comprehensive wellness program

About the Company

Live here. Play here. Bank here. Work here.
We’re your local community bank—and have been since 1875—that is committed to providing excellent customer service and giving back to our communities.
We foster a collaborative, inclusive work environment as part of a close-knit team where your voice is valued and heard.
Our highly engaged employees are rewarded for their performance and have ample opportunities for cross-training and advancement within the organization.
We’ve been named one of the best places to work in Maine, and offer robust benefits focused on your holistic well-being.
We are guided and inspired by our Core Values: Honesty and Integrity above all else, Trust built on fairness, Service that creates remarkable experiences, Responsibility to use our resources for the greater good, Excellence through hard work and lifelong learning, Diversity realized through inclusion and respect.

Equal Opportunity

Equal Opportunity Employer
Employment with Camden National is on an at-will basis, meaning employment is not guaranteed for any specific period of time, and any employment relationship established may be terminated by either party at any time, for any reason, with or without notice. Completion of an employment application is not a contract, express or implied, guaranteeing employment.
Camden National Bank is an Equal Opportunity Employer and does not discriminate on the grounds of race, color, religion, sex, sexual orientation, including gender identity and gender expression, national origin, citizenship status, age, disability, genetic information or veteran status.