Debit Card Disputes Specialist

At OakStar, strong relationships are at the heart of everything we do—including how we work together. Since 2005, we’ve grown from a single location in Springfield, Missouri, into a trusted, multi-state financial institution serving communities across Missouri, Kansas, and Colorado. As an SBA Preferred Lender and a recognized leader in small business banking, our work supports local economies and meaningful growth—giving our team members the opportunity to make real, visible impact through their roles. 

Working at OakStar means joining a fast-paced, collaborative, and supportive team guided by our SERVE values—stewardship, empathy, responsiveness, vision, and empowerment. We’re committed to service excellence, giving back to our communities, and fostering a workplace where team members are supported. Comprehensive benefits include health, dental, vision, life, and disability insurances, as well as 401(k), 401(k) match, paid time off, and paid holidays.

Summary

The Debit Card Disputes Specialist is responsible for handling and resolving consumer and business debit card transaction disputes in compliance with federal regulations, network rules, and internal bank policies. This role investigates claims of unauthorized transactions, billing errors, and fraud, ensuring timely resolution, accurate recordkeeping, and adherence to regulatory guidelines such as Regulation E and Visa/Mastercard Operating Rules. 

Essential Duties

• Receive, review, and process debit card dispute claims submitted by customers or internal departments.

• Gather required documentation from cardholders, branches, and merchants to support dispute investigations.

• Open and track each case using the bank’s dispute management system and ensure compliance with resolution timelines.

• Conduct detailed investigations of disputed transactions, including unauthorized use, duplicate charges, non-receipt of goods/services, canceled transactions, and fraud.

• Analyze transaction activity, customer statements, merchant documentation, and fraud trends.

• Determine claim validity and assign appropriate dispute codes in line with Regulation E, Visa, or Mastercard rules.

• Process chargebacks, representments, and provisional/final credits or debits as necessary.

• Collaborate with card processors and third-party vendors (e.g. bank core providers) during investigation and resolution stages.

• Ensure full compliance with Regulation E timelines (e.g., 10-day provisional credit, 45/90-day final resolution), and other applicable laws (e.g., UCC, NACHA rules if applicable).

• Maintain accurate and thorough records of each claim to support regulatory examinations and audits.

• Identify patterns of misuse or abuse of the dispute process and escalate high-risk cases or potential fraud.

• Partner with the Fraud or BSA/AML teams when suspicious or criminal activity is detected.

• Communicate clearly and professionally with customers to explain dispute processes, gather necessary details, and provide timely updates.

• Notify cardholders of case outcomes in accordance with regulatory and bank disclosure requirements.

• Communicate with internal team members on best practices for preventing unauthorized transactions.

Secondary Duties

The Debit Card Disputes Specialist performs duties specific to the position and other functions as assigned.

Responsibilities

• Ensure compliance with all bank policies and procedures, as well as all applicable state and federal banking regulations.

• Treat people with respect, keep commitments, inspire the trust of others, work ethically and with integrity, uphold the bank’s values, and accept responsibility for one’s own actions.

• Demonstrate knowledge of and adherence to EEO policy, show respect and sensitivity for cultural differences, educate others on the value of diversity, promote a working environment free of harassment of any type, and value a diverse workforce.

• Follow policies and procedures, complete tasks accurately and on time, support the bank’s goals and values, and benefit the bank through outside activities.

• Perform the position safely, without endangering the health or safety of yourself or others, and report potentially unsafe conditions to management. Comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the OSHA Act of 1970 that are applicable to one’s position at the bank.

• Possess and maintain a current driver's license and a vehicle with appropriate insurance coverage. Both are required to drive while performing assigned duties and responsibilities. 

• Possess and maintain adequate skills in computer operation, including email, word processing, spreadsheet, and specialty software programs.

• Possess and maintain adequate typing skills to meet the needs of the position.

• Possess and maintain adequate math skills to meet the needs of the position. This may include the ability to count currency and coin, calculate interest, balance accounts, add, subtract, multiply, and locate routine mathematical errors.

• Practice effective and efficient organizational and time management skills.

• Be able to work with general supervision while performing duties.

• Use effective oral, written, and interpersonal communication skills. This includes the ability to apply common sense when carrying out instructions, interpreting documents, understanding procedures, writing reports and correspondence, and speaking clearly to customers and employees.

• Be able to deal with routine problems involving multiple facets and variables in standardized situations.

Supervisor Responsibility

The Debit Card Disputes Specialist is not responsible for the supervision of any employee(s).

Environment, Physical & Mental Demands

The environment for this position is primarily a non-confined office-type setting in which employees are free to move about at will. This environment may include some minor annoyances, such as noise, odors, drafts, temperatures, etc.

Physical demands include writing, typing, speaking, listening, lifting (up to 25 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting, walking, standing, squatting, kneeling, and reaching.  

Mental demands include analytical reasoning, reading and understanding documents or instruments, performing detailed work, following directions, problem solving, providing effective customer or employee communication, performing accurate math calculations, understanding language, engaging in effective verbal and written communication, enduring stress, conducting multiple concurrent tasks, and withstanding constant interruptions.

Physical and mental demands also include correct usage of the following equipment: telephones, cellular phones, copy and fax machines, adding machines or calculators, encoders, money counters, credit card terminals, postage machines, cash recyclers, vaults, computers, and related printers.  

Work environment characteristics, physical demands, and mental demands are representative of those an employee encounters while performing the essential functions of this job and represent the knowledge, skill, and/or ability required to perform the job in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

These qualifications are general guidelines normally considered essential to the satisfactory performance of this position. The specifications listed below are representative of the knowledge, skill, and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviations from these qualifications.

• Associate or bachelor’s degree in business, finance, or related field preferred.

• 2–3 years of banking experience, preferably in debit/credit card disputes, fraud, operations, or electronic banking.

• Strong knowledge of Regulation E, Visa/Mastercard rules, and cardholder dispute rights and responsibilities.

• Strong attention to detail, accuracy, and organization.

• Ability to analyze transaction patterns, identify red flags, and apply sound judgment.

• Excellent verbal and written communication skills, especially in sensitive customer situations.

• Proficient in Microsoft Office (Excel, Outlook, Word) and dispute processing platforms.

• Ability to work independently in a deadline-driven environment while managing multiple cases.

• Knowledge of core banking systems and card processors.

• Ability to work overtime during peak periods or to meet deadlines.

Management reserves the right to change this position description at any time according to business needs.