Dispute Manager Jobs in Tennessee (NOW HIRING)

Description

Who We Are

Thread Bank is a digital-first financial technology community bank that aims to enhance customer engagement through innovative solutions. Thread Bank offers a modern website, a CRM system, and a mobile app to simplify banking for businesses and individuals. Our embedded banking solution helps 

business technology platforms provide secure banking experiences. We also partner with other banks, credit unions, and FinTechs to integrate compliant financial solutions. Thread Bank values innovation, collaboration, and flexibility, offering excellent benefits and a family-friendly culture.

What We Are Looking For

We are looking for people who thrive in a fast-paced, growth environment while remaining within regulatory boundaries. Thread Bank provides a unique opportunity to be a part of a high growth, cutting edge, fintech startup within the stable and profitable banking industry. This is an excellent opportunity for a professional looking to advance their career as the company grows.

What you'll do

• ACH review

Review received and originated ACH entries routed for manual review against documented decision criteria, including standard entry class code, dollar and velocity thresholds, counterparty attributes, authorization evidence, and account history.

Approve, hold, return, or escalate items within the timeframes and cutoffs set in the playbook.

Process ACH returns and notifications of change, applying the correct return reason code within NACHA timeframes.

Monitor real-time queues for exceptions or anomaly hits and escalate per playbook.

•   Wire review

Review incoming and outgoing domestic and international wires for beneficiary, originator, and payment detail accuracy and completeness.

Complete required callbacks, dual control approvals, and other operational verification steps before release.

Review sanctions and fraud screening alerts, document disposition, and escalate potential matches and suspected fraud per playbook.

•   Check deposit review, including remote deposit capture and mobile check deposit

Review daily remote deposit capture and mobile check deposit submissions for image quality, potential alterations, endorsement validity, and payee and amount agreement.

Identify and escalate suspect, altered, or duplicate items, and release valid items for posting within cutoff timelines.

Apply and document holds consistent with Regulation CC and Thread Bank policy.

•   Regulation E disputes

Intake and document consumer dispute claims, gather supporting evidence, and record the claim within required timeframes.

Complete investigation steps, apply provisional credit where required, and prepare written resolution notices.

Maintain complete dispute case files and recordkeeping that support audit and examination review.

•   Documentation, escalation, and quality

Document every review decision with the supporting evidence, the criteria applied, and the reason for the outcome, so that a reviewer who was not present can reconstruct the decision.

Escalate suspected fraud, suspicious activity, and any item outside delegated authority to the Payments Review Analyst Team Lead and, where required, to the BSA and fraud functions.

Meet individual productivity, accuracy, and service level targets, participate in quality assurance reviews, and act on coaching feedback.

Complete required onboarding, competency, and refresher training, and maintain current knowledge of applicable rules and procedures.

•   Support, reconciliation, and process improvement (where necessary)

Respond to partner and internal stakeholder inquiries on review status, holds, returns, and dispute progress within service level.

Support reconciliation and reporting tasks, including research on breaks and preparation of volume and turnaround data.

Proactively flag inefficiencies, unclear procedure steps, and potential control gaps to the Team Lead, and suggest fixes.

Participate in user acceptance testing and process retrospectives as requested.

Nashville based In-Office position, Monday - Friday

Qualifications

•   1 to 3 years of banking, credit union, or fintech operations experience. Payment operations, transaction monitoring, fraud, or dispute resolution experience preferred.
•   Familiarity with one or more of ACH, wires, check and remote deposit capture review, or Regulation E disputes, with the willingness to train across all review types.
•   Strong attention to detail and the ability to follow written procedures precisely in a high-volume, cutoff-driven queue environment.
•   Sound judgment in applying documented decision criteria, and the discipline to escalate rather than assume when an item falls outside procedure.
•   Clear written communication, with the ability to document decisions and evidence so that the file stands on its own.
•   Comfort with Microsoft Office products, particularly Excel, and the ability to learn new banking and review platforms quickly.
•   Ability to handle confidential customer and partner information appropriately.
•   Ability to work within regulatory boundaries in a fast-paced, growth environment, with flexibility to support early, late, or occasional weekend coverage during peak volume windows.
•   High school diploma or equivalent required. Bachelor's degree, or AAP (Accredited ACH Professional) or APRP (Accredited Payments Risk Professional) certification or progress toward it, preferred.

Employee must be able to perform essential functions of the position and, if requested, Thread Bank will make reasonable accommodations to enable employees with disabilities to perform the essential functions of their job, absent undue hardship, in accordance with the ADA.

Thread Bank is an Equal Opportunity Employer. Thread Bank does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. 

All employment is decided on the basis of qualifications, merit, and business need.

By submitting your application, you give Thread Bank permission to email, call, or text you using the contact details provided. We will only contact you with job-related information.