Operations Clerk I (Fraud Card Services)

JOB RESPONSIBILITIES

• Processing claims in accordance with Federal Regulation E, Visa Dispute Rules and NYCE Dispute Rules
• Be able to differentiate between Regulation E, Visa Rules and NYCE Network Rules and how to apply each to ATM/Debit Card Disputes
• Employee will manage different dispute types/cases, perform investigation(s) to meet regulatory requirements and ensure the correct timeframes are met
• Assure that regulatory timeframes as well as contractual agreements are met to avoid compliance violations, including but not limited to: issuance of credit, reversal of fees, interest calculations and reimbursements, mailing appropriate notification letters to customers, case closing timeframes, etc.
• Providing maximum protection over the Bank’s assets by minimizing losses and/or maximizing recoveries to the best of our ability
• Ensure client satisfaction by resolving client reported transaction disputes in a prompt and timely manner.
• Maintain comprehensive files for each investigation
• Handle internal/external customer calls in a professional and courteous manner
• Reports all potential fraud trends to his/her immediate supervisor
• Employee will work with internal teams including Customer Service, Adjustments, Legal, Compliance and more and will be expected to establish and maintain effective working relationships
• Will use chargeback rules and regulations to determine when to use a specific chargeback reason code and know which conditions must be met for that chargeback
• Ensure all actions performed are in compliance with government regulations and organizational policies and procedures.

SKILLS/KNOWLEDGE AND ABILITIES/EXPERIENCE

• Recommended: minimum of 1 year bank operations
• Analytical and organizational skills with a detail-oriented approach
• Proficiency in Word and Excel
• Exceptional Customer Service skills
• Ability to multi-task without getting off-track
• Excellent written and verbal communication skills
• Ability to work under strenuous pressure with strict time constraints
• General knowledge of investigative, audit, and research techniques and procedures

WORKING CONDITIONS

• Normal office conditions
• Requires alertness, thoroughness, efficiency, and regular use of telephone to communicate with co-workers and customers
• Some overtime may be required
• Some travel may be required

The above statements are intended to describe the general nature and level of work to be performed by personnel assigned to this job.  This information is not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel assigned to this position.