Sr. Electronic Payments Specialist, BrightBridge Credit Union, Lawrence, MA

At BrightBridge Credit Union, we’re seeking a knowledgeable and motivated individual to support our disputes and payments operations at our Lawrence or Waltham Corporate Office. In this role, you’ll manage the end-to-end processing, investigation, and resolution of consumer disputes related to debit card and ACH transactions, ensuring compliance with Regulation E. You’ll leverage tools like the FINBOA portal to efficiently manage claims while meeting strict regulatory timelines and delivering a high level of service to our members. If you’re analytical, detail-oriented, and thrive in a fast-paced environment, we’d love to hear from you!ResponsibilitiesInvestigate and resolve debit card and ACH disputes in accordance with Regulation E requirementsDetermine claim validity, including unauthorized transactions, fraud, and error resolutionEnsure adherence to required timelines (e.g., provisional credit, final resolution deadlines)Utilize the FINBOA platform to intake, document, track, and resolve claimsMaintain accurate case notes, documentation, and audit trails within the systemMonitor workflow queues to ensure timely processingProcess fraud and non-fraud claims (e.g., unauthorized use, merchant disputes)Work with card networks (Visa/Mastercard) for chargebacks when applicableReview transaction data and supporting documentationHandle unauthorized ACH claims, stop payments, and revocationsEnsure compliance with NACHA rules and timelinesProcess Written Statements of Unauthorized Debit (WSUD)Communicate with customers regarding claim status, documentation needs, and outcomesProvide clear explanations of decisions and regulatory rightsEnsure all actions comply with Regulation E, NACHA rules, and internal policiesIdentify potential fraud patterns and escalate as neededSupport audits and regulatory reviewsServe as a subject matter expert (SME) for junior staffAssist in training new hires on Reg E, ACH, and card dispute processesProvide guidance on complex or escalated claimsTrack claim metrics (volume, turnaround time, losses)Identify process improvements and efficiency opportunitiesAssist with updating procedures and job aidsChampions the credit union’s brand and culture with enthusiasm, spirit and energy.Cross trains and performs additional Operational Support duties as needed.Requirements/Skills Needed3–5+ years of experience in electronic payments, disputes, or fraud operationsStrong knowledge of: Regulation E (EFTA), ACH processing and NACHA rules, and debit card dispute and chargeback processesExperience using FINBOA or similar dispute management systemsHigh attention to detail and strong analytical skillsAbility to manage high volumes and meet strict deadlinesStrong written and verbal communication skillsHow to ApplyNavigate to www.brightbridge.com/careersClick on "Join Our Team" to be brought to our career centerOn the left side of your screen, locate "Current Openings"Locate the position you are interested in and apply!