Dispute Operations Training Specialist

About the role:

The Dispute Operations Training Specialist owns the training function for the claims and dispute operations center end to end. This role is responsible for designing, developing, and delivering a complete training program — from new-hire onboarding through ongoing skills and compliance training — for the claims and disputes team. The ideal candidate brings hands-on claims/dispute operations experience together with a track record of building and facilitating effective training programs, and can translate complex policies, systems, and regulatory requirements into training that new and tenured associates can apply on the job.

Responsibilities include:

• Design, develop, and maintain a full training curriculum for claims and dispute operations, including new-hire onboarding, nesting/on-the-job training, ongoing skills refreshers, and compliance/regulatory updates.
• Build training materials from scratch: facilitator guides, slide decks, participant workbooks, e-learning modules, job aids, quick-reference guides, and knowledge assessments.
• Facilitate live and virtual training sessions for new hires and tenured associates, adapting delivery style and pacing to different learning needs.
• Partner with the Quality Manager and Operations leadership to identify training needs based on QA findings, error trends, policy or system changes, and product launches.
• Develop and administer assessments and knowledge checks; track training effectiveness metrics such as post-training quality scores, error rates, and time-to-proficiency.
• Coach and provide real-time feedback to trainees during nesting/OJT periods, escalating performance concerns to the appropriate manager as needed.
• Maintain accurate training records, attendance, and completion documentation to support internal audits and regulatory examinations.
• Stay current on applicable claims and dispute regulations and network rules (e.g., Regulation E, Regulation Z, Fair Credit Billing Act, card network dispute rules) and update training content accordingly.
• Continuously evaluate and revise curriculum based on process changes, system updates, audit findings, and learner feedback.
• Collaborate with Quality Assurance and Compliance to incorporate audit findings and root-cause trends into refresher and remedial training.

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.
• No specific degree or educational credential is required; equivalent professional experience is fully qualifying.

Preferred 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.