Client Disputes Analyst

Min

Max

Job Summary

The Client Disputes Analyst is responsible for providing high-quality support to Branches, the Client Care Center, Deposit Operations, Payment Operations, and other internal departments to best support the Company’s business goals and service level expectations. Each department member may have an emphasis in one or more specific areas of service; however, cross-training in multiple functional areas is expected.

Along with the key functions listed below, this position is expected to uphold the value that WaFd Bank places on Simply Being Kind when servicing our co-workers and clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:

• Research and process client dispute claims for transactions including:• WaFd Bank and non-WaFd Bank ATM transactions• Debit cardholder disputes• Zelle and Bill Pay transactions• Internal and online banking transfers• Checks, wires, and ACH transactions• In-branch unauthorized transactions
• Assist branches with general fraud and dispute inquiries
• Investigate and resolve WaFd ATM malfunctions
• Reconcile multiple general ledger accounts related to the dispute process
• Respond to internal and external client inquiries with accuracy, efficiency, and professionalism
• Answer phone calls and emails in a courteous, respectful, and timely manner
• Collaborate with colleagues and departments with a high level of professionalism and attentiveness
• Perform tasks in compliance with applicable state and federal regulations
• Participate in ongoing training and development through self-study, computer-based learning, and instructor-led sessions
• Maintain up-to-date knowledge of bank policies, procedures, and regulatory requirements
• Maintain regular, consistent, and punctual attendance unless otherwise approved
• May require occasional evening or weekend work depending on department needs
• Adhere to the Bank’s Information Security policies to ensure secure handling of confidential and proprietary information
• Avoid all real or perceived conflicts of interest and always maintain client privacy and confidentiality.
• Complete and pass all assigned eLearning courses and certifications as required.
• Adhere to and ensure staff adherence to bank policies and procedures designed to comply with Federal regulations, including but not limited to the Bank Secrecy Act, USA Patriot Act and OFAC regulations. To that end, ensure timely and accurate preparation of Currency Transaction Reports, Suspicious Activity Reports and other recordkeeping requirements.
• Complete special projects as assigned.
• Completes any other job-related duties as assigned by manager or supervisor.

Qualifications

Education and Experience

• Position requires a High school diploma, or approved equivalent.
• Preferred 1-2 years of experience in banking or the financial services industry

Knowledge, Skills, and Abilities

• Working knowledge of deposit accounts
• Must have excellent written and verbal communication skills, effective analytical skills, and organizational skills.
• Candidate should be able to accept instruction, prioritize, follow-through on work assignments with minimal supervision, and be able to work in a team environment.
• Working knowledge of or the ability to learn applicable state and federal laws, regulations, policies, and procedures related to this position.
• Knowledge of Reg E, Reg CC, UCC, Nacha rules and the dispute process is preferred.
• Demonstrated experience with Microsoft Office – Excel, Word and electronic communication systems.

Benefits

At WaFd Bank you get all of these great benefits!

• Paid time off for vacation, sick days and holidays
• Health insurance
• Stock options
• Bonus programs
• 401(k) plan
• Paid Parental Leave
• Life and AD&D insurance
• Long-term disability
• Tuition Reimbursement
• Employee assistance programs
• Pre-tax health and dependent-care spending plans

WaFd Bank Benefits Summary - Click here for more information

EEO Statement

We are committed to Equal Employment Opportunity and Affirmative Action. We recruit, hire, train and promote persons in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military and/or veteran status, or disability in accordance with Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance Act of 1974, which require affirmative action to ensure equal opportunity in all aspects of employment. WaFd Bank does not discriminate on the basis of national origin or citizenship status as provided under the Immigration Reform and Control Act of 1986, or any other Federal or State legally-protected classes. WaFd Bank is committed to providing reasonable accommodations to employees and applicants with disabilities to the full extent required by the Americans with Disabilities Act (ADA). If you feel you need a reasonable accommodation pursuant to the ADA, you are encouraged to contact us at 800.324.9375

EEO Policy Statement - WaFd Bank

Know Your Rights: Workplace Discrimination is Illegal - click here for more information

California Consumer Privacy Act- CCPA 2025

Requisition Post Information* : Posted Date