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How much do resolution officer jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for resolution officer in the United States is $28.75, according to ZipRecruiter salary data. Most workers in this role earn between $16.83 and $43.27 per hour, depending on experience, location, and employer.

What is a resolution officer?

Resolution Officers are professionals responsible for handling and resolving disputes, complaints, or conflicts within an organization or between external parties. Their main goal is to facilitate fair, timely, and effective solutions by investigating issues, mediating discussions, and ensuring compliance with relevant policies or regulations. They often work in sectors such as banking, government, customer service, or human resources. Strong communication, problem-solving, and negotiation skills are essential for this role.

What are some common challenges resolution officers face when handling complex customer disputes?

Resolution Officers often encounter challenges such as managing emotionally charged interactions, balancing the needs of customers with company policies, and addressing disputes that involve multiple departments or stakeholders. These challenges require strong communication and negotiation skills, as well as the ability to remain impartial and solution-focused under pressure. Successful Resolution Officers leverage collaboration, clear documentation, and empathy to navigate these situations and achieve positive outcomes for both the customer and the organization.

What are the key skills and qualifications needed to thrive as a resolution officer, and why are they important?

To thrive as a Resolution Officer, you need strong problem-solving abilities, a solid understanding of relevant regulations or policies, and typically a degree in law, business, or a related field. Familiarity with case management systems, customer relationship management (CRM) software, and sometimes certifications in conflict resolution are important. Excellent communication, negotiation, and emotional intelligence are crucial soft skills for managing disputes and building trust. These competencies ensure effective, timely conflict resolution and uphold an organization’s reputation and compliance standards.

What is the difference between Resolution Officer vs Customer Service Representative?

AspectResolution OfficerCustomer Service Representative
Required CredentialsTypically requires relevant certifications or experience in dispute resolution or complianceUsually requires high school diploma or equivalent; customer service training
Work EnvironmentOffice setting, often in financial, legal, or corporate sectorsCall centers, retail, or service environments
Employer & Industry UsageFinancial institutions, insurance companies, government agenciesRetail, telecommunications, hospitality, and various service industries
Common Search & Comparison IntentUnderstanding roles in dispute resolution and complianceCustomer support and service functions

The Resolution Officer primarily handles dispute resolution, compliance, and problem-solving within organizations, often requiring specialized certifications. In contrast, Customer Service Representatives focus on assisting customers with inquiries, complaints, and support, typically with less formal credentials. Both roles are vital in service industries but differ in scope, responsibilities, and work environment.

More about Resolution Officer jobs

What states have the most Resolution Officer jobs?

States with the most job openings for Resolution Officer jobs include:

Resolution Officer jobs near you
Infographic showing various Resolution Officer job openings in the United States as of August 2026, with employment types broken down into 97% Full Time, and 3% Part Time. Highlights an 99% Physical, and 1% Remote job distribution, with an average salary of $59,802 per year, or $28.8 per hour.

Dispute Resolution Specialist I, II, III, Senior

Global Credit Union

Anchorage, AK • On-site

$57K - $90K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 4 days ago

Key responsibilities

  • Assist members with fraudulent and merchant dispute transactions on Debit Card, Credit Card, and ACH according to regulations and policies.

  • Create, research, and resolve card and ACH dispute cases, including evaluating cases for provisional credit and providing evidence to members.

  • Conduct merchant conference calls, communicate with members to validate information, and report disputed transactions for potential fraud or trends.

Global Credit Union rating

8.4

Company rating: 8.4 out of 10

Based on 17 frontline employees who took The Breakroom Quiz

Job description

Reports to: Dispute Resolution Officer


Functions Supervised: None

Primary Functions: Assist members with fraudulent and merchant dispute transactions on Debit Card, Credit Card and ACH according to federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.


Duties and Responsibilities:

  1. Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
  2. Develop a working knowledge of card and ACH dispute processes and systems.
  3. Develop and maintain a current working knowledge of Regulations E, Z and CC as well as Visa and NACHA operating rules and Credit Union policies and procedures.
  4. Create, research, and resolve card and ACH dispute cases in accordance with federal regulations, VISA and NACHA operating rules, and Credit Union policies and procedures.
  5. Evaluate cases for and provide provisional credit within established limits, as applicable.
  6. Research and provide evidence to members to validate unrecognized transactions.
  7. Conduct merchant conference calls to resolve product and service problems.
  8. Effectively communicate with members to validate information, research cases, and obtain documentation.
  9. Respond to inbound and place outbound calls for case creation and member follow-up.
  10. Report disputed transactions for possible fraudulent activity and/or trends.
  11. Document research findings and actions on cases and conduct referrals for suspicious activity reporting and high dollar case review.
  12. Adhere to all designated timeframes, manage workflows to the specified deadlines and complete responsibilities effectively, accurately, and timely.
  13. Assist with completing daily reports and MRMS requests.
  14. Perform other duties as assigned.

Education: High school graduate or equivalent.


Creditable Experience in Lieu of Education: Not Applicable


Experience/Skills: Must be articulate and possess the ability to communicate with patience and empathy via telephone. Must have detail-oriented writing skills and a strong ability to follow through on assigned tasks. Should be proficient with personal computers, web-based applications, Microsoft Word and Excel, and have strong interpersonal skills, as well as a demonstrated ability to exercise discretionary judgment. One year of previous experience in a similar position or in financial operations is preferred.


Tenure: Dispute Resolution Specialist II (Category 13) requires one year tenure in the Dispute Resolution Specialist I (Category 14) position with performance that meets or exceeds expectations. Dispute Resolution Specialist III (Category 12) requires one year tenure in the Dispute Resolution Specialist II (Category 13) position with performance that meets or exceeds expectations. Senior Dispute Resolution Specialist (Category 11) requires one year tenure in the Dispute Resolution Specialist III (Category 12) position with performance that meet or exceeds expectations. Directly related work experience and/or accelerated training completion may be substituted for tenure.


Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.


$57,484 - $90,230 annually
$53,226 - $81,405 annually
$49,284 - $73,391 annually
$45,633 - $66,624 annually
  • Short-term and long-term incentives
  • Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
  • 401(k) plan with a 5% match
  • Employee Assistance Program (EAP)
  • Life and disability coverage
  • Voluntary cash benefits for accident, hospitalization and critical illness
  • Tuition Reimbursement
  • Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
  • Click here to view Global’s comprehensive Benefits Programs

Equal Opportunity Employer

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