Resolution Specialist

Overview

Brief Description Under the supervision of the Sr. Dispute Investigations Analyst, the Payment Resolution Specialist manages payment discrepancies, identifies defaulted payments, and processes resolutions with efficiency and precision. This position requires meticulous record-keeping, data tracking, fraud detection, and effective collaboration with internal teams. The ideal candidate demonstrates exceptional organization, initiative, and the ability to handle confidential information discreetly.

• Notify appropriate internal departments of pertinent information regarding disputes, delinquencies, defaults or cancellations
• Record guest and transaction details in the tracking system with error-free data entries
• Process delinquent, defaulted, and cancelled payments in accordance with established policies and procedures to ensure accurate resolution and account updates
• Review transactions to identify and respond to suspected fraudulent activity, including processing refunds and restricting fraudulent accounts
• Utilize payment processing platforms (Stripe / Cyber Source) to manage payment activity, including suspending existing payment plans and securely accepting new payments
• Establish and maintain dedicated shared folders for each new dispute, systematically uploading and organizing all relevant issuer correspondence and supporting documents
• Execute additional clerical duties as required to support payment review and recovery workflows

• High School diploma or GED equivalent
• 1-3 years of data entry experience
• Strong organizational skills and attention to detail
• Proficiency with Microsoft Excel (formulas, sorting, basic charts)
• Proficiency using SharePoint and data tracking tools
• Familiarity with payment platforms (Stripe, Cyber Source and MiCamp) is a plus
• Excellent communication skills for effective internal collaboration
• Ability to handle sensitive information with confidentiality
• Proven experience in dispute resolution, fraud prevention, or a related discipline is a plus

• Exclusive Team Member Travel Discounts
• Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Benefits
• Free Parking
• Amazing Culture!

• Modern office design
• A fully equipped gym is available to all employees
• Basketball Court – Perfect way to take a break and recharge during the day!

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)
• ONE
  * is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.