Customer Service Agent — Dispute Resolution Specialist

Customer Service Agent — Dispute Resolution Specialist

Do you have a knack for untangling a problem and staying calm when someone else is stressed? Are you the kind of person who genuinely wants to make things right? Focus Services is looking for a detail-oriented, empathetic Customer Service Agent to join our team as a Dispute Resolution Specialist.

In this role, you’ll support the card programs of one of the leading payment technology platforms in the U.S. — the infrastructure behind modern digital banking for some of the best-known brands in fintech. You’ll be the first point of contact for cardholders who have spotted a charge they do not recognize, a transaction that went wrong, or a merchant issue that needs to be resolved.

Cardholders never call the platform directly — they call the brand on their card, and that’s us. You are the customer experience. Every call is a chance to turn a frustrating moment into a reason a cardholder trusts the brand even more.

What You’ll Do

• Answer inbound calls from cardholders reporting unauthorized charges, billing errors, or merchant disputes.
• Listen attentively and gather accurate, complete details about each dispute.
• Guide cardholders through the dispute process, setting clear expectations on next steps and timelines.
• Accurately document every case in the Customer Service Tool (CST) and any other required systems.
• Follow program-specific procedures and regulatory requirements, including Regulation E and Regulation Z, for each dispute type.
• Investigate and evaluate dispute claims, working provisional credits, chargebacks, and merchant responses as required.
• Communicate professionally and empathetically, especially with cardholders who are frustrated or anxious about their money.
• Meet quality, accuracy, and productivity standards for case handling and average handle time.
• Escalate complex, high-dollar, or fraud-suspected cases to the appropriate specialized team.
• Be logged on and ready for calls at the start of your scheduled shift.

What We’re Looking For

• Previous experience in customer service, call center, or dispute/claims-handling role preferred.
• Banking, credit card, fintech, or financial services experience is a big plus.
• Excellent verbal and written communication skills with the ability to explain processes clearly and patiently.
• Strong attention to detail and comfort following structured, compliance-driven procedures.
• Ability to stay calm, empathetic, and professional with frustrated or upset callers.
• Solid multitasking skills — you’ll be talking, listening, and documenting in the system at the same time.
• Comfortable working in a fast-paced environment with quality and productivity standards.
• Proficient PC and keyboarding skills with the ability to learn new software systems quickly.
• Must pass a background check.
• Availability to work flexible hours, including evenings and weekends, based on business needs.

What We Offer

• Competitive pay with opportunities for performance-based incentives.
• Paid, structured training on your specific card program and dispute procedures.
• The chance to work at the center of one of the largest payment platforms in the country.
• A supportive team culture that values accuracy, integrity, and doing right by the customer.

Our Ethos

Cardholders never call the platform directly — they call us. Your role matters because you are the customer experience for every brand we support. We believe in getting it right, following the process with care, and treating every dispute like it’s our own money on the line.