Dispute Center Specialist I

Summary :

The Dispute Center Specialist I responds to inbound and outbound phone calls from clients regarding debit card and ATM transaction disputes. A successful Dispute Center Specialist I will focus on providing exceptional client experience while efficiently assisting clients with ATM and debit card questions or problem resolution. The Specialist I will be responsible for retrieving and efficiently handling voice messages from clients.

Principal Accountabilities :

• Properly authenticate the identity of a caller as the bank's client in accordance with written department procedures before providing any information.
• Respond to inbound calls promptly and courteously, providing accurate and complete information to resolve the client's questions.
• Provide transaction information to aid clients in remembering the transaction or determining that the transaction may need to be disputed.
• Provide dispute forms to clients via click to send and documented departmental procedures.
• Respond to Call volume (daily, weekly, and monthly) as determined by ATM & Debit Card Department Manager.
• Responsible for continual development of knowledge regarding the bank's and card processor's systems including, but not limited to, Navigator, Intranet, Payments One, Data Navigator, Secure Lock Case Manager.
• Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
• Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
• Maintains client information in complete confidence.
• Completes other specified duties as assigned.
• Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and / or assigned hours.

Minimum Qualifications :

Physical Requirements :

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances / exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and / or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. If associate works in our hybrid work program, lifting of about 5 lbs. (laptop) is required twice daily.