Position Title
E-Disputes Analyst

Location
Jackson, MI 49201

Job Summary
This position is responsible for monitoring and maintaining card agreements through exception reports, cases and individual requests from customer facing areas. Additional job responsibilities include investigating disputes under $35, processing applicable final credits and managing the disputes queue to ensure customers received funds timely. Various reconciliation of disputed transactions are also important roles for which this position will be responsible. Rules and regulations for dispute processing must be administered in all aspects of responsibilities.

Job Responsibilities:

• Dispute Investigation & Processing
  • Review and process disputes under a defined dollar threshold.
  • Apply provisional or final credits as appropriate.
  • Send required customer communications and maintain accurate records.
  • Follow established procedures and regulatory guidelines (e.g., Reg E).

• Queue Management & SLA Monitoring
  • Monitor dispute queues to ensure timely resolution and compliance with service level agreements.
  • Escalate complex or high-value cases to senior analysts or management.

• Team Collaboration & Communication
  • Communicate effectively with team members and leadership regarding case status and issues.
  • Participate in team meetings and training sessions.
  • Assist with reporting and documentation updates.

JOB REQUIREMENTS

The necessary required minimum levels of education, experience, knowledge, and skills.

Required Qualifications:

The minimum education and experience required complete each bullet point below. Items in this section must be objective, relevant, and clearly identifiable. Applicants who do not meet these criteria will not be considered.

MINIMUM YEARS OF EXPERIENCE AND TYPE OF WORK

• 2+ years banking operations, customer service, or branch banking experience
• Education level required: High School Diploma or equivalent (GED, HiSET, TASC)

Preferred Qualifications:

Additional qualifications the hiring team would prefer an applicant to have.

• Education level preferred: Undergraduate Degree (4 years or equivalent)

Job Competencies:

• DNA and Disputes experience helpful as well as knowledge with Reg E
• Strong written and verbal communication skills
• Strong organization and prioritization skills with close attention to detail
• Solid interpersonal skills, ability to work collectively in team environment and across multiple business units
• Strong problem-solving skills, proactive and solution oriented
• Demonstrated ability to handle multiple tasks quickly and proficiently.
• Demonstrated ability to work with customer information in a confidential and professional manner.
• Moderate skill level with Microsoft Office including MS Word, MS Excel and PowerPoint

Physical demands (ADA): No unusual physical exertion is involved.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. Accountable to maintain compliance with applicable federal, state and local laws and regulations.

Flagstar is an Equal Opportunity Employer

Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank