What are the responsibilities and job description for the Fraud Chargeback Specialist position at TBK Bank?
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At TBK Bank, a member of the Triumph Financial portfolio of brands, we're a team of passionate, driven, collaborative, solutions-minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK stands for helping the people and business in our communities succeed. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.
Position Summary
The Fraud/Chargeback Specialist is responsible for processing and tracking debit card disputes and other related assigned tasks. At all times execution of duties will be in compliance with bank policies, procedures and regulations including Regulation E, BSA and AML and MasterCard.
Essential Duties & Responsibilities
- Handles all categories of disputes, re-presentments and compliance issues in accordance with MasterCard Operating Regulations and Reg E Compliance.
- Acts as a dispute subject matter expert.
- Maintains knowledge of latest card industry changes and disputes best practices.
- Documents, monitors, and reports on fraud related cases, recoveries, and losses.
- Processes and tracks all debit card and Zelle disputes within the REG E guidelines.
- Investigates and determines the provisioning of credit.
- Processes chargebacks and exceptions on debit card disputes.
- Notifies customer if there is a discrepancy with the dispute and/or additional information is required.
- Tracks and sends final credit/debit letter.
- Makes daily general ledger entries, reconciles and balances reports.
- Follows steps to block debit cards that have fraudulent transactions.
- Ensures that all relevant reporting, record keeping, and record retention are following the bank’s retention schedule.
- Responds to internal/external customer inquiries within 2 hours.
- Performs other operational duties as assigned.
Experience & Education
- High school diploma or general education degree (GED) required.
- One to two years chargeback experience and/or training; or equivalent combination of education and experience.
- Knowledge of rules and regulations related to MasterCard and financial fraud (Reg E, Reg CC, BSA).
Skills & Abilities Required
- Excellent communication skills required, both written and verbal
- Basic knowledge of Microsoft office, word processing and email system.
- Ability to read, write and speak English.
Work Environment
The work environment characteristics described here maybe encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
- Ability to work in a confined area.
- Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.
- While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.
- Specific vision abilities are required by this job due to computer work.
- Light to moderate lifting is required.
- Regular, predictable attendance is required.
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