Disputes Specialist

About the role

This person works as part of an autonomous team and is a key contact related to dispute situations and resolutions for First Bank & Trust. This includes understanding and adhering to dispute Rules and Regulations and providing support for both employees and customers.

Qualifications

• Associate’s degree in a business-related field plus two years of related experience or the equivalent.
• Above average customer service skills.
• Ability to work independently, as well as part of a team, to complete a variety of tasks while meeting deadlines.
• Aptitude for detail and accuracy.
• Problem solving skills.

Responsibilities

• Research, investigate, track, and follow all Regulation E rules, including working knowledge around Visa and the ACH Rules for handling disputed transactions.
• Demonstrate accuracy, thoroughness, and orderliness in working ACH disputes and ATM/POS disputes.
• Respond to customers in accordance with Regulation E timeframes.
• Work with vendors when appropriate regarding Reg E Software and process changes.
• Keep FRAML and Supervisor informed of trending issues to be further researched; they are also your contact point for escalated situations.
• Be engaged with Continuous Improvement initiatives to contribute to process improvements, operational efficiencies, and superior customer service.
• Perform quality checks of all critical, key daily functions within the department and respond to department emails as appropriate.
• Assist in reviewing, maintaining, and updating department procedures annually, at a minimum.
• Strengthen team dynamics by participating in cross-training efforts as needed.
• Be a resource for customers and employees throughout the organization for dispute questions and situations in which Banking Operations supports.
• Respond to customer inquiries and requests in a timely manner; assisting frontline staff promptly to expedite resolutions to customer issues.
• Contribute to and support Operational programs.
• Be familiar with and practice the “Be the 1” principles.
• Actively pursue developmental opportunities as discussed in one-on-ones and/or annual performance reviews.
• Comply with laws, regulations, and policies that impact the business, keeping the supervisor and department manager apprised of potential issues or areas of concern.
• Act in accordance with FBT policies and procedures as set forth in the employee handbook.
• Adhere to compliance procedures and participate in required compliance training.