Dispute Analyst, X Money

Location: Bastrop, TX
Employment Type: Full-Time

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X Money seeks a Dispute Analyst for our Risk Operations team to investigate and resolve customer disputes across P2P, debit/credit card, and ACH channels. You’ll assess claims, manage provisional credits, and ensure compliance with Regulation E, NACHA, and network rules. This fast-paced role requires strong analytical skills and collaboration with Fraud, Compliance, and Customer Support teams to deliver timely, fair resolutions while minimizing business risk.

You Will:

• Investigate incoming customer disputes across P2P, debit/credit card, and ACH transactions, ensuring compliance with internal policies and regulatory standards.

• Validate chargeback rights and ensure required documentation is complete before initiating a dispute with networks or processors.

• Manage and track the issuance of provisional credits, ensuring adherence to Regulation E timeframes and NACHA rules for ACH claims.

• Maintain accurate and detailed case documentation within internal systems for audit readiness.

• Collaborate with internal teams (Fraud, Compliance,) to gather information, resolve gaps, and escalate high-risk or complex cases.

• Respond to representments, pre-arbitration, and final decisions from processors or networks; escalate unresolved or disputable cases as needed.

• Monitor dispute aging and ensure deadlines are met for all required actions, including filings, evidence submissions, and customer communications.

• Communicate resolution outcomes to customers with professionalism and clarity, adjusting for tone and regulatory requirements.

• Identify dispute trends or emerging issues and provide insights to leadership for process or policy improvements.

• Support audits, reporting, and quality assurance reviews by maintaining defensible case notes and outcome records.

Qualifications

• 3+ years of experience handling disputes involving debit or credit card transactions.

• Strong working knowledge of Regulation E (Electronic Fund Transfers Act), NACHA rules, and card network chargeback guidelines (Visa, Mastercard).

• Experience handling consumer disputes end to end across multiple payment types (P2P, debit/credit card, and ACH).

• Excellent written communication skills with the ability to draft clear, accurate, and compliant case notes and customer responses.

• Detail-oriented with strong organizational skills and the ability to meet strict deadlines in a fast-paced environment.

• Familiarity with dispute systems, case management platforms, and CRM tools.

• Analytical and investigative mindset with sound judgment and decision-making abilities.

• Bachelor’s degree in Finance, Business, Criminal Justice, or a related field preferred; relevant certifications (e.g., ETA CPP, CFE) a plus.