Dispute Resolutions Specialist I

About the role

First Mid’s Disputes team is a fast‑paced, collaborative environment that works with various internal and external customers. The Dispute Resolution Specialist I works all dispute types, understands the regulatory requirements within the division, and applies technical skills and critical thinking to accomplish complex tasks. This role assists the Dispute Resolution Specialist II as directed, processes daily reports and work queues, and provides quality customer service in an operations environment focused on accurate and timely processing.

Responsibilities

• Comprehensive understanding of the dispute tracking software.
• Take all required training to become familiar with Regulation E and dispute rules.
• Monitor and process a high volume of dispute claims for debit card, ACH, ATM, and Zelle transactions.
• Research, resolve, and post adjustments for dispute claims within required timeframes.
• Be involved in all initial stages of the dispute and chargeback lifecycle, including case initiation, evidence gathering, merchant contact, and chargeback.
• Conduct phone interviews with customers, suspects, and external agencies to obtain information critical in determining First Mid’s liability and risk exposure.
• Define problems, collect data, establish facts, work with variables in standardized and diverse situations, and draw valid conclusions.
• Routinely use case management tools and reports to actively review and maintain caseloads, ensuring timely and accurate handling of customer inquiries.
• Complete incident reports in accordance with internal bank procedures and current bank regulations.
• Monitor daily fraud reports and upload Compromised Account Management Systems (CAMS) information into dispute tracking software.
• Reconcile an assigned general ledger daily, exercising a higher level of judgment.
• Provide support to frontline deposit staff to answer questions regarding various dispute scenarios.
• Adhere to policies and procedures within the department.
• Stay current on local and bank‑card industry fraud trends and notify management and bank personnel as needed.
• Complete addendums to accounts when needed.
• Work as a liaison between disputes, frontline personnel, and other internal departments.
• Review and correct identified errors.
• Assist with training frontline staff and other internal department personnel on dispute processes.
• Participate in training and cross‑training.
• Perform related clerical functions, duties, and special projects as assigned.
• Assist co‑workers with unique scenarios prior to escalation to the Dispute Resolution Specialist II and/or Manager.
• Provide escalated research, troubleshooting, and remediation of issues.
• Complete required Visa Basic Dispute Resolution training.

Qualifications

• Associates degree preferred; training normally acquired through high school education or equivalent relevant work experience.
• 2+ years of banking experience required.
• Regulation E error resolution experience preferred.

Skills

• Maintains knowledge of assigned operations and compliance regulations, including Regulation E, Visa, Zelle Operating Rules, and NACHA Rules.
• Excellent computer skills, including advanced Microsoft Office knowledge.
• Excellent oral and written communication skills.
• Flexibility and ability to adapt to change.
• Ability to work with a significant amount of detailed information in an accurate, timely, and confidential manner.
• Advanced communication and organizational skills.
• Excellent analytical, problem‑solving, and decision‑making skills.
• High level of interpersonal skills to represent the company professionally.
• Knowledge of operating procedures and policies.
• Ability to understand and carry out instructions furnished in written, oral, or diagram form.
• Performs all other duties as assigned.

Compensation

Base salary is one component of First Mid’s Total Rewards program. Exact compensation is determined by factors such as education, skills, internal equity, and experience. The position also offers discretionary short‑term incentives (bonus, incentives, and/or commission) subject to eligibility requirements.

Benefits

• Comprehensive health, dental, and vision coverage with HSA match.
• Well‑being benefits.
• Paid family leave.
• Generous paid time off (PTO) and paid holidays.
• Banking perks.
• Tuition reimbursement.
• Employee Stock Purchase Plan.
• 401(k) plan with company match.
• Performance‑based bonuses.