Dispute Resolution Analyst

Position Title:                         

Dispute Resolution Analyst

Exempt Status:                      

Non-Exempt, Hourly 

Reports to:                             

Payments Operations Supervisor 

Full-time Benefits:

• Medical, Prescription Drugs, Dental, and Vision Insurance 
• Insurance Eligibility for Team Members and Dependents Starting on the First Day of Employment
• 401(k) with a Match 
• Basic, Voluntary, and Dependent Life Insurance 
• Paid Time Off
• Paid Bank Holidays 
• Workplace Wellness Programs
• Employee Assistance Programs
• Tuition Reimbursement 

Summary of the Job:            

Responsible for ensuring all Regulation E Error resolutions are processed accurately and timely.

Essential Functions:   

• Develop a working knowledge of the card dispute processes, systems, and Regulation E and card brand timeframes.
• Accurately enter information into the appropriate applications.
• Adhere to regulatory timelines for promptness and accuracy of applying credit(s) and adjustment(s) to customers.
• Ensures appropriate customer notification letters are processed within the correct time frames.
• Contact customers or employees where necessary to obtain sufficient documentation for processing claims.
• Handles Reg E Error/Dispute inquiries from in-house and customer calls.
• Consistently use critical thinking skills to evaluate and discern appropriate action for complex situations.
• Resolve outstanding items for DDA and GL ATM/Debit Card settlement accounts.
• Ensure that all items are completed at the end of the day.
• Tracks monthly statistics and provides reports to management.
• Perform other debit card and ATM duties as assigned.            

Additional Functions: 

• Perform routine duties with minimal supervision using standard practices or procedures.
• Comply with all safety policies, practices and procedures.  Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
• Perform other duties as assigned.
• Knowledge of financial institution policies, procedures and regulations preferred. 

Required Education/Experience:  

• High School diploma or general education degree (GED).
• One to three months related experience and/or training; or equivalent combination of education and experience. 

Necessary Skills:   

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
• Ability to add, subtract multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. 
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.
• Intermediate personal computer skills, including electronic mail, routine database activity, word processing, spreadsheet, graphics, etc.
• Handle multiple projects simultaneously. 

Physical Activity/Dexterity: 

• Manual dexterity sufficient to reach/handle items and work with fingers.  Works with fingers and perceives attributes of objects and materials. 

Physical Environment Demands: 

• Must be able to remain in a stationary position 90% of the time.
• The person in this position needs to occasionally move about inside the office to visit other offices, conference rooms, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and telephone.
• Constantly positions self to operate on a computer.
• The person in this position frequently communicates with other people throughout each day.  Must be able to exchange accurate information when conversing.   

Working Conditions/Environment: 

• Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.
• Moderate noise (e.g. business office with computers and printers, light traffic). 

Work Schedule/Hours: 

• Monday through Friday; 8:00 a.m. – 5:00 p.m.
• On-Call rotation will require shift work and availability on weekend and holiday
• Available for overtime as needed to complete job task.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.  However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)