E-Banking Fraud and Dispute Specialist

Job Summary:
Primarily responsible for reviewing and researching E-banking transaction activity (wires, ACH and external transfers) to determine if the transactions are fraudulent, including contacting clients for confirmation of transactions. Responsible for investigating and processing Regulation E , ACH and check disputes within required regulatory timeframes. Responsible for check fraud review and decisioning. Responsible for assisting E-Banking Fraud Lead with other duties as necessary and listed below.

Primary Responsibilities:
The duties listed below are some of the duties that may be assigned and may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.
Provides prompt, professional, and courteous operational support to Retail branches, internal departments, and external customers by answering questions, researching information, and providing solutions associated with all digital banking products and services.
Responsible for investigating and processing bank disputes including debit card (fraud and non-fraud), ACH, and check fraud by evaluating the complaint to determine the identification of the dispute
Ensure the dispute presentment and documentation to a payment processor is complete and without error
Responsible for the creation and submission of dispute letters and documentation, including but nonlimited to provisional, final, requests to return, proof of authorizations, and warranty claims, during the dispute investigation process that are subject to bank regulations
Review compromised debit cards to ensure they have been correctly blocked to avoid losses.
Have good working knowledge of fraud investigations and regulations that relate to general risk management including an understanding of Reg E, UCC check return guidelines, and NACHA return guidelines.
Availability to support and provide independent resolutions to clients/vendors during business hours, after-hours, and/or weekends, as needed.
Monitors and reviews Commercial processes (ACH, RDC, Wire): Reports, transaction approval, file validation, etc.
Responsible for transaction monitoring in Q2 Sentinel fraud monitoring system
Responsible for the reviewing, processing and returning of potentially fraudulent checks
Serves as backup to E-Banking Fraud Lead
Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy.
Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML
Participates in job specific training and other various Bank training programs, as necessary.
Performs other duties as assigned

Supervisory Responsibilities
None

Skills and Qualifications:
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
High School Diploma or GED is required; Bachelors degree in Business or Criminal Justice preferred
2-4 years of work experience in a business or professional environment
At least one year of digital banking related work experience, including processing Reg E and ACH disputes.
At least one year of banking or financial institution work experience
Proficient using online and mobile banking solutions.
Ability to work independently with little supervision.
Strong working knowledge with Microsoft Office computer software (Outlook, Excel and Word)
Strong knowledge of financial products and services.
Good organizational and customer service skills
Excellent verbal and written communication skills to communicate professionally.
Ability to work successfully in a fast paced, high stress environment
Computer and Office Equipment Skills:
Microsoft Office Suite including Word, Excel, and PowerPoint

Physical Requirements:
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.
While performing the duties of this job this individual is regularly required to stand for long periods of time, walk, sit, talk, hear, use their hands and fingers (manual dexterity), use a telephone, and occasionally lift and /or move up to 25 pounds.
Specific vision abilities required by this position include, close vision, and the ability to adjust focus.

Mental Requirements:
The ability to solve problems, make decisions, supervise others, interpret data, organize information, written and oral communication and read/write.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
Encore Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, age, ancestry, citizenship, sex, sexual orientation, gender identity, national origin, marital