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 Banks 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.


Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity