Dispute Resolution Specialist I

Summary:

The Dispute Resolution Specialist I is responsible for processing electronic funds transfer (EFT) investigation claims in a fast-paced work environment and serves as the primary contact for all card related inquiries and research for both internal and external clients. A successful Dispute Resolution Specialist I must be capable of following limited, conceptual instruction and working independently or in a team to reach goals, as well as be dependable, organized, and comfortable with strict deadlines.

Principal Accountabilities:

• Assist internal and external clients via chat or telephone on card products and ATM activity and/or functionality.
• Perform all aspects of EFT Investigations including researching disputes and ensuring accurate information, evaluating activity and claims, as well as performing resolution actions taken by the bank such as processing required chargebacks within applicable network, regulatory and company policies.
• Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
• Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
• Maintains client information in complete confidence.
• Completes other specified duties as assigned.
• Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours.

Minimum Qualifications:

• High school diploma, GED, or equivalent education is required.
• Advanced Microsoft Word and Excel skills required.
• Prior experience in phone or chat-based client service required.
• Ability to keep up with and quickly learn new software solutions.
• Excellent verbal and written communication skills required.

Physical Requirements:

The work environment is typical of a standard office setting. The position is sedentary, exerting 0 – 10 lbs. of force occasionally and/or a negligible amount of force frequently. It involves sitting most of the time but may also involve moving about or standing for brief periods of time. Reaching may be required involving the ability to move in any direction. Office equipment, such as a computer and telephone will be used requiring the ability to manipulate a keyboard or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to express or exchange ideas; impart information to clients or to the public; or convey detailed or important instructions is required. The ability to receive detailed information through oral communication is required.