ORS Partners

Resolution Analyst

Job Locations US
Posted Date 4 weeks ago(7/21/2022 2:51 PM)
Client & Job Location : Postal Code
Job ID
# of Openings
Regular Full-Time


The Resolution Analyst will be responsible for investigating disputed customer transactions that are received verbally and/or in writing. This may involve answering/making calls to customers and/or merchants while conducting research on the customer inquiries so we can provide stellar customer experience, ensure compliance to all applicable regulations, and minimize financial impact to the company. 



  1. Investigate oral and written notice of errors for disputed transactions related to ATM / Debit card activity, Automated Clearing House (ACH) activity and unauthorized check activity in accordance with rules and regulations.
  2. Analyze disputed transactions for possible fraudulent activity.
  3. Gather data from internal and external systems to substantiate transactions and determine appropriate course of action.
  4. Communicate effectively and concisely with merchants, colleagues and customers to resolve chargeback and dispute cases.
  5. Reconcile general ledger adjustments and/or chargeback cases.
  6. Maintain an accurate case history of the dispute process.
  7. Work independently to complete tasks while maintaining a good working relationship with fellow colleagues.
  8. Provide feedback to management regarding opportunities to continuously improve our business (i.e. updates to policies and procedures, system upgrades, etc).
  9. Escalate to management in a timely manner any issues of concern.


  1. Performs other duties and functions as required in support of the Banking Operations department.



Associate Degree or higher preferred or relevant work experience



  1. Self starter that thrives in a collaborative team environment with proven propensity to learn new technologies quickly
  2. Inspires others to achieve success
  3. Proficient in Excel, Outlook, Word and Access
  4. Ability to perform basic mathematical calculations
  5. Clear verbal and written communication skills
  6. Comfortable and skilled in inbound and outbound calls to customers and/or merchants
  7. Enjoys new challenges in a rapidly growing environment
  8. Must be well organized with keen attention to detail
  9. Strong analytical and conflict resolution skills
  10. Excellent time management skills, with the ability to prioritize and multi-task under deadlines
  11. Demonstrate effective problem solving skills
  12. May be asked to work overtime

Preferred Experience:

  1. 1 – 2 years in banking or financial services industry
  2. 1+ years of inbound or outbound calling
  3. Knowledge of the Electronic Funds Transfer Act (Regulation E)
  4. Successful experience managing fraud, risk or dispute processing
  5. Knowledge of the Electronics Payments Association
  6. Knowledge of the MasterCard chargeback guidelines


Work area is a comfort-controlled work environment with a moderate level of noise. Majority of essential job functions will be performed in an open cubicle/workstation. 


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