Customer Service Agent - Dispute Resolution Specialist

About the role

Focus Services is looking for a detail-oriented, empathetic Customer Service Agent to act as a Dispute Resolution Specialist. You will support the card programs of a leading U.S. payment technology platform, which underpins digital banking for major fintech brands. Cardholders call the brand on their card, so you are the first point of contact and the customer experience.

Key responsibilities

• Answer inbound calls from cardholders reporting unauthorized charges, billing errors or merchant disputes.
• Gather accurate, complete details about each dispute and guide cardholders through the process, setting clear expectations on next steps and timelines.
• Document every case accurately in the Customer Service Tool (CST) and other required systems.
• Follow program-specific procedures and regulatory requirements, including Regulation E and Regulation Z.
• Investigate and evaluate dispute claims, working with provisional credits, chargebacks and merchant responses.
• Communicate professionally and empathetically, especially with frustrated or anxious callers.
• Meet quality, accuracy and productivity standards, including 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 each shift.

Required profile

• Previous customer service, call center or dispute/claims-handling experience preferred; banking, credit card, fintech or financial services experience is a big plus.
• Excellent verbal and written communication, able to explain processes clearly and patiently.
• Strong attention to detail and comfort with structured, compliance-driven procedures.
• Ability to stay calm, empathetic and professional with upset callers, and solid multitasking skills.
• Comfortable in a fast-paced environment with quality and productivity standards.
• Must pass a background check.
• Flexible availability, including evenings and weekends, based on business needs.

Required skills

• Proficient PC and keyboarding skills, with the ability to learn new software systems quickly.
• Use of the Customer Service Tool (CST).

What we offer

• Competitive pay with opportunities for performance-based incentives.
• Paid, structured training on the 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.