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About the Role
As a Dispute Investigator, you will take ownership of customer claims regarding unauthorized activity, billing errors, and merchant issues. This role involves diving deep into transaction histories, gathering evidence, and making critical decisions that directly impact customers' financial well-being. Success is measured by accurate claim resolution, efficient chargeback processing, and maintaining high standards of quality and productivity while adhering to financial regulations.
Responsibilities
- Conduct end-to-end investigations, reviewing and analyzing complex, high-risk, or escalated transaction disputes to determine fraud liability or billing errors.
- Execute chargebacks by initiating and managing the process through card networks, adhering strictly to network rules and timeframes.
- Ensure all claims are handled in strict accordance with federal financial regulations, state laws, and company policies.
- Follow established operational procedures and guidelines to mitigate financial, legal, and reputational risk.
- Consistently meet or exceed individual daily productivity benchmarks and quality assurance metrics to support department SLAs.
- Maintain precise, clear documentation of investigation findings and communicate resolution decisions effectively.
- Identify patterns or anomalies in dispute data and escalate findings to senior team members or leadership.
Requirements
- 1–3 years of experience in financial services, ideally within dispute resolution, fraud investigation, chargeback processing, or banking operations.
- Solid foundational understanding of Regulation E (electronic fund transfers) and/or Regulation Z (credit card billing errors) is highly preferred.
- Proficiency with core banking platforms, case management software, and network tools (e.g., Visa Resolve Online / Mastercard Connect).
- Exceptional critical thinking skills with the ability to spot patterns, piece together disparate data, and make objective, evidence-based decisions.
- Comfort working in a high-volume, metrics-driven environment where speed, attention to detail, and quality must go hand-in-hand.
Skills
- Dispute resolution
- Fraud investigation
- Chargeback processing
- Banking operations
- Regulation E
- Regulation Z
- Core banking platforms
- Case management software
- Network tools
- Visa Resolve Online
- Mastercard Connect
- Critical thinking
- Pattern recognition
- Data analysis
- Documentation
- Communication
Location
- Austin, Texas
Work Type
- Full-time
Experience Level
- 1-3 years
Education Level
- High School Diploma or equivalent
About the Company
- Netspend Corporation is a global, vertically-integrated financial services and technology company dedicated to delivering innovative financial empowerment solutions worldwide.
- Netspend's financial products and services span prepaid, debit, cross-border payments, and loyalty solutions for consumers and enterprise partners.
- Netspend provides prepaid and debit account solutions offering secure, convenient access to global payment networks.
- The company has a nationwide U.S. retail network with 130,000 reload points and over 100,000 distributing locations.
- Founded in 1999, Netspend products have processed billions of dollars in transaction volume and served millions of customers.
- The company is headquartered in Austin, Texas with employees worldwide.