Dispute Operations Training Specialist
On-sitePhoenix, Arizona, United States
Job Summary
Design, develop, and maintain a full training curriculum for claims and dispute operations, covering new-hire onboarding, nesting, skills refreshers, and compliance updates. Build materials from scratch including facilitator guides, slide decks, workbooks, e-learning modules, and knowledge assessments. Facilitate live and virtual sessions for new and tenured associates while coaching trainees during on-the-job training periods. Partner with Quality and Operations leadership to identify needs based on QA findings, error trends, and regulatory changes. Administer assessments, track effectiveness metrics, and maintain accurate records for internal audits. Continuously revise content using audit findings, system updates, and learner feedback to ensure alignment with regulations like Regulation E and card network rules.
Required Qualifications
- Demonstrated hands-on experience in claims and/or dispute operations (e.g., card disputes, chargebacks, ACH/Reg E claims, fraud claims) within fintech, banking, or a related financial services environment.
- Proven experience designing, developing, and facilitating training programs in a corporate or operations setting.
- Strong instructional design skills — able to build a curriculum from the ground up rather than only deliver existing materials.
- Excellent facilitation and presentation skills, both in-person and virtual.
- Strong written communication skills for developing clear, accurate training materials and documentation.
- Ability to translate regulatory and policy requirements into practical, easy-to-apply training content.
Desired Qualifications
- Experience with Learning Management Systems (LMS) and e-learning authoring tools (e.g., Articulate, Camtasia).
- Familiarity with adult learning principles and instructional design models (e.g., ADDIE).
- Experience training on claims/disputes platforms or case management systems.
- Prior experience in a quality assurance or compliance-adjacent role.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.