SME - Debit Card Operations & Disputes RequirementsPosition TitleSubject Matter Expert (SME) - Debit Card Operations and DisputesPosition SummaryThe Debit Card SME will serve as the functional and technical expert for Debit Card Issuer processing, dispute management, chargebacks, fraud claims, network rules, and operational workflows. This role will collaborate with business, and technology teams to ensure efficient dispute processing, regulatory compliance, and successful delivery of card-related initiatives.
Key ResponsibilitiesDebit Card Expertise- Serve as the SME for Debit Card Issuer processing.
- Knowledgeable on card transaction lifecycle including authorization, clearing, settlement, chargebacks, and exceptions.
- Knowledge of US card networks Visa and MasterCard.
- Knowledge of Debit networks i.e. NYCE, Pulse, Star, Shazam.
- Analyze card transaction flow and map to a resolution.
Dispute and Chargeback Management- Act as the SME for debit card disputes, fraud claims, chargebacks, and representments.
- Understand and interpret Visa,Mastercard and Debit Networks dispute rules and reason codes.
- Review dispute workflows and recommend process improvements.
- Assist customer service teams in resolving escalated dispute cases.
- Participate in root cause analysis for dispute-related incidents and losses.
Business Analysis & Requirements- Gather, document, and validate business requirements.
- Create functional requirements, process flows, and user stories.
- Work with development teams during design, testing, and implementation.
- Review system impacts for network, settlement, and dispute-related changes.
- Ensure solutions meet operational and regulatory requirements.
Project Support- Lead and support card-related projects and strategic initiatives.
- Coordinate testing activities including UAT and certification testing.
- Validate transaction flows, dispute processing, and settlement impacts.
- Provide production support during implementations and major releases.
Process Improvement & Compliance- Identify opportunities to improve operational efficiency and reduce dispute losses.
- Develop procedures, knowledge articles, and training materials.
- Ensure compliance with card network mandates and regulatory requirements.
- Support audit, risk, and compliance reviews.
Required Qualifications- Strong understanding of Visa and Mastercard dispute processing.
- Knowledge of card transaction processing, settlement, reconciliation, and exception management.
- Experience gathering business requirements and supporting software development projects.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
Preferred Qualifications- Experience with Base24, Postilion, Fiserv, FIS, TSYS, Jack Henry, or other card processing platforms.
- Knowledge of ATM, POS, card network messaging, and ISO 8583 standards.
- Experience with fraud monitoring and risk management systems.
- Banking or financial services industry experience.
Key Skills- Debit Card Processing
- Debit Card Disputes
- Chargebacks & Representments
- Visa Dispute Rules
- Mastercard Dispute Rules
- Regulation E Compliance
- Fraud Claims Management
- Settlement & Reconciliation
- Business Analysis
- Vendor Management
- Root Cause Analysis
- UAT & Production Support
- Process Improvement
- Documentation & Training
Success Criteria- Provide expert guidance on all debit card dispute matters.
- Reduce dispute processing errors and operational losses.
- Ensure compliance with network and regulatory requirements.
- Successfully support card product enhancements and implementations.
- Serve as the go-to resource for dispute operations, fraud claims, and card processing expertise.
