Disputes Investigator, Banking

As a Disputes Investigator, you will serve as a subject matter expert in fraud and merchant disputes and applicable regulations. You will review escalated cases, investigate complex cardholder issues, and partner with internal teams to ensure timely and accurate resolution. In this role, you will analyze trends, identify potential product or process gaps, and contribute to strengthening dispute handling procedures. You will help ensure every investigation is thorough, compliant, and centered on a high-quality customer experience! Available Shifts Tuesday - Saturday 10am-7pm CST This role is based in our Chicago, IL; Denver, CO; or Westlake, TX office(s), with in-person attendance expected at least 3 days per week. At Robinhood, we believe in the power of in-person work to accelerate progress, spark innovation, and strengthen community. Our office experience is intentional, energizing, and designed to fully support high-performing teams. What you’ll do Investigate escalated fraud and merchant dispute cases in accordance with Regulation E and Regulation Z requirements Review customer account activity, transaction history, and supporting documentation to determine appropriate dispute outcomes Communicate clearly and professionally with internal partners to gather information and resolve complex cases Identify trends or recurring issues and share findings to support process improvements and reduce future disputes Maintain accurate case documentation and meet defined quality and timeliness standards What you bring 2+ years of experience resolving disputes, conducting investigations, or handling complex customer issues Working knowledge of financial products such as Visa, Mastercard, ACH, and ATM networks (e.g., MoneyPass) Strong analytical and problem-solving skills with the ability to apply structured guidelines to real-world scenarios Experience investigating fraud-related issues is a plus Experience supporting customers through written channels (e.g., email or chat) is a plus Familiarity with Salesforce or similar case management systems is a plus