Company Overview:
Old Glory Bank is an FDIC-insured bank that offers the best mobile banking solutions for consumers and businesses, from sea to shining sea (in all 50 states). Old Glory Bank is committed to serving those who feel marginalized for believing in the greatness of America. Old Glory Bank was co-founded by some of the leading voices supporting freedom and love of country, including former Secretary of Housing and Urban Development Dr. Ben Carson; Radio and Television Host Larry Elder; country music superstar, TV host, entrepreneur, and songwriter, John Rich; and former two-term Governor of Oklahoma Mary Fallin-Christensen.
We put our customers, community, family, and faith ahead of ourselves. While our home base is our 120-year-old bank in Elmore City, Oklahoma, our team members work to serve our customers remotely from across the country. At Old Glory Bank, there is no DEI or ESG, just PSL – Privacy, Security, Liberty. In less than 3 years, we grew from $10 million in deposits to now $250 million.
We recently announced that we will be become a public company, listed on NASDAQ via De-SPAC transactions, and we intend to be the first chartered bank to fully integrate crypto into daily banking.
Position Summary
The Digital Banking Disputes Specialist is responsible for supporting the Bank’s dispute resolution function with a focus on debit card disputes, digital banking disputes, ACH-related claims, and other electronic funds transfer matters. This position supports the day-to-day handling of customer disputes through claim intake, transaction research, case documentation, regulatory deadline tracking, customer communication, vendor follow-up, and claim resolution.
Working under the direction of the Vice President, Fraud and Disputes, this role helps ensure that customer disputes and electronic funds transfer claims are handled accurately and in a timely manner, in accordance with applicable regulatory requirements, including Regulation E. The position may also assist with identifying and escalating potential fraud indicators, recurring dispute trends, suspicious activity, vendor concerns, or process gaps.
This is a hands-on dispute operations role. The position supports fraud-related claim review and escalation, but it is not responsible for enterprise fraud strategy, independent fraud investigations, fraud analytics, or fraud risk program ownership.
The ideal candidate has solid banking experience, understands the importance of accuracy and documentation, and is comfortable working with customers, internal departments, vendors, and banking systems in a deadline-driven environment.
Key Responsibilities
- Accurately document all actions, investigations, dispute determinations, and case outcomes
- Report risk information and findings to the immediate supervisor in a timely manner
- Resolve issues by creating and following documented processes and pre-defined standard operating procedures
- Ability to accept other duties and drive various fraud, risk, and disputes projects as assigned
- Receive, review, document, and process customer disputes involving debit card transactions, ACH activity, online banking, mobile banking, bill payment, external transfers, P2P payments, digital payments, and other electronic funds transfer activity.
- Review dispute submissions for completeness, accuracy, required information, transaction details, supporting documentation, and potential fraud indicators.
- Monitor Regulation E and internal dispute timelines to support timely investigation, provisional credit review, customer notification, final resolution, account correction, and required documentation.
- Prepare or assist with customer communications related to dispute intake, claim status, requests for additional information, provisional credit, final claim determinations, claim denials, reversals, and other dispute-related matters.
- Assist with debit card dispute and chargeback activity, including processor submissions, merchant responses, representments, provisional credit tracking, final credit decisions, and other card dispute processing tasks.
- Assist with ACH-related disputes, unauthorized ACH claims, ACH returns, Death Notification Entries, reclamations, and other automated payment matters as assigned.
- Partner with Deposit Operations, Client Support, Compliance, Legal, Information Security, Technology, Enterprise Risk, and other internal teams to support timely and accurate dispute handling and customer claim resolution.
- Support daily operational functions, reconcilements, exception reports, tracking logs, dispute reports, loss tracking, operational metrics, and other controls related to debit cards, digital banking, ACH, and dispute activity.
- Differentiate between Regulation E-covered consumer claims, non-Reg E disputes, business account matters, merchant disputes, service issues, and other claim types for appropriate routing and handling under Bank procedures.
- Assist with procedure updates, department reporting, audit support, compliance requests, examination support, process improvements, and other dispute-related projects assigned.
- Respond to customer service inquiries related to digital banking disputes, debit card claims, ACH disputes, fraud-related claims, and electronic banking activity by identifying the issue and coordinating appropriate resolution.
Qualifications/Education
- Bachelor's degree in business, criminal Justice, or a related field, or an equivalent combination of education, training, or experience
- You have at least 5 years of experience in digital financial services or banking supporting fraud prevention, disputes management, crypto, investigations, and/or risk identification.
- Certifications in fraud, risk, crypto, compliance, or disputes management, or a desire to achieve one, are a plus (CFE, CAMS, CFCS, CCRS, CTCE, CRCM).
- You possess strong analytical skills to detect and identify weaknesses in the bank’s systems, as well as identify the root cause of the weakness.
- You must be comfortable with analyzing and synthesizing large data sets and have the ability to work independently and make complex investigative decisions.
- Good verbal, written, and interpersonal skills. Strong teamwork, organization, and problem-resolution skills.
- You are goal oriented with a strong focus on completing tasks and producing high-quality results within a fast-paced environment.
- Enjoy new challenges in a rapidly growing, changing environment.
ADDITIONAL RESPONSIBILITIES:
Performs other duties and special projects as required by management.
SUPERVISORY RESPONSIBILITIES:
This position has no supervisory responsibility.
Working Conditions:
- Remote-friendly position with occasional travel.
Benefits:
- Medical
- Dental
- Vision
- Health Savings Account
- Flexible Spending Account
- Dependent Care Assistance Program (DCAP)
- Employer Paid Short-Term Disability
- Supplemental Health Plans for Long-Term Disability, Life, Accident & Cancer
- Employer Paid Life Insurance
- Stock Options
- 401(k) Plan
- Paid Time Off
The above information is intended to describe the general nature and level of work performed by an employee in this position. These statements are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees in this position.
Old Glory Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Application Question(s):
- Do you have any certifications such as CFCS, CFCI, CAMS, CFE, AAP, CPRP, CIFA, CRCM, CISA, or CFF?
- How many years' experience working in a dedicated disputes role in a digital work space?
Work Location: Remote
