Job Summary

This position is responsible for monitoring and maintaining card agreements through exception reports, cases and individual requests from customer facing areas.

Additional job responsibilities include investigating disputes under $35, processing applicable final credits and managing the disputes queue to ensure customers received funds timely.

Various reconciliation of card related transactions are also important roles for which this position will be responsible.

Rules and regulations for card dispute processing must be administered in all aspects of responsibilities.

Internal department contacts : Retail Bank Branches, Central Services, Deposit Operations, Accounting, Financial Crimes Unit, Core Production Services, Office of the President, IT Security, Customer Engagement Center, Solutions Center, Legal, Compliance Commercial Services, Treasury Management, Government Banking and Payment Operations.

Pay Range : $16.31 - $22.87 - $29.44

Job Responsibilities :

Card Dispute Processing, which includes working the disputes queue and applying provisional or final credit, when applicable.

Follows and maintains established procedures and processes for the department and sends required customer communication.

Also, involves third party vendor management activities based on threshold dollar amount and vendor participation for processing.

Investigates disputes under established threshold and processes final credit if applicable.

Service Level Agreement Review Responsible for monitoring and working the case queues to ensure 100% of Service Level Agreements (SLAs) are met.

Also, monitoring and training contractors assisting with more general dispute issues is required to verify quality and timeliness according to regulatory and compliance guidelines.

Communicates effectively with immediate supervisor on all important department matters and developments. Includes responding to questions from internal departments and leadership regarding department activities.

Job Qualifications :

3 years banking operations or branch banking experience

HS Diploma, GED or Foreign Equivalent

DNA and Card Dispute experience helpful as well as knowledge with Reg E

Strong written and verbal communication skills

Strong organization and prioritization skills with close attention to detail

Solid interpersonal skills, ability to work collectively in team environment and across multiple business units

Strong problem-solving skills, proactive and solution oriented

Demonstrated ability to handle multiple tasks quickly and proficiently

Demonstrated ability to work with customer information in a confidential and professional manner

Moderate skill level with Microsoft Office including MS Word, MS Excel and PowerPoint

Electronic Funds Transfers and / or Regulation E Card Dispute Processing

Associates degree in a related field is strongly desired (i.e. business management, finance, or accounting)

Last updated : 2024-06-25