Who We Are At Old Second, you're first! For more than 150 years, Old Second has consistently put businesses and individuals throughout the Chicago area first, and we're only getting started. With great employees we've grown from a single location in the back of a general store to 50 locations and over $6 billion dollars in assets. At Old Second we embrace values that foster an environment of community and growth. Recently, we've been voted a Forbes Best-In-State Bank for Illinois by our customers. Be a part of something big as we continue our growth story together! Position Overview
We're excited to share that we're looking for a Dispute Resolution Supervisor! In this role, you will be at the forefront of overseeing case management, directing conflict investigations, assisting with dispute claims, ensuring our team follows established procedures, and providing guidance on effective dispute resolution strategies. Your leadership will make a real difference!
Essential Job Functions
* Process Reg E disputes by selecting appropriate Return Reason Codes and gathering supporting documentation for resolution.
* Submit disputes through Data Navigator and accurately notate them in Centrix, including batch numbers.
* Maintain organized fraud and non-fraud binders for reference and compliance.
* Review requests in Quick Assist from Jack Henry and provide additional information for non-fraud disputes as needed.
* Update top sheets in Centrix after disputes are closed; attach documentation to corresponding cases.
* Monitor and respond to emails in the OSB Falcon Folder and Dispute Folder promptly and professionally.
* Answer department phone calls with a courteous and helpful approach.
* Prioritize and resolve disputes nearing expiration deadlines.
* Assist with additional departmental tasks and projects as assigned. Supervisor Responsibilities
* Manage and resolve customer complaints routed through the internal system (Tom-T) with care and attention.
* Oversee Zelle Monthly Reporting and ensure accuracy.
* Complete Card Audit and maintain compliance standards.
* Pull and review Dispute Log for accuracy and completeness.
* Conduct monthly Reg E reviews to ensure adherence to regulations.
* Manage Zelle Disputes with diligence and timely resolution.
* Oversee Dispute interest Return and ensure proper handling. This role carries direct supervisory responsibilities and is essential in ensuring our team thrives in accordance with company policies and applicable laws. Responsibilities include:
* Planning, assigning, and directing employee work.
* Evaluating performance, rewarding, and coaching employees.
* Addressing complaints and resolving issues effectively.
* Interviewing, hiring, and training new team members. Requirements
High School diploma (or equivalent) and three or more years of bank operations experience. Competencies
* Excellent oral, written, and interpersonal skills.
* A collaborative spirit and the ability to work well with others.
* Proficiency in computer systems and applications. Preferred, but not required
* Previous leadership experience highly desirable.
* Experience with dispute resolution and knowledge of Reg E preferred. Location Details
This position requires you to work onsite in Aurora, IL, on a daily basis to fulfill the regular responsibilities of the role. Compensation & Benefits Base pay: $25.00 - $34.60 Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience. Benefits: How We Support You - Old Second
Thanks for considering Old Second! | 
Old Second National Bank
Jan 12, 2026