Quality Control Specialist, Case Management Controls

Position Summary: The Quality Control Specialist is responsible for reviewing Fraud Investigations and Billing Error Disputes exception reports generated to provide oversight for business Operations objectives. The Quality Control Specialist will assess exception reports generated to identify and take corrective actions on occurrences that deviate from internal procedures, regulatory regulations and client requirements. Additional responsibilities of the role include reviewing completed unauthorized uses and billing error disputes claims to ensure that quality standards are maintained in compliance with internal procedures and regulatory, industry and client requirements. Essential Functions: · Reviews and assists Manager in order to respond to Written Complaints by reviewing, pulling and listening to accountholder calls, reviewing written correspondence and investigation steps · Conducts account analysis to identify risks and monitor the various automated processes used within the day to day job functions. · Collects and documents appropriate corrective action for all exceptions detected · Provides feedback to the Investigators or Associates direct Supervisor/Manager to help coach the individual on the exception identified · Identifies potential risk areas within the department and/or organization and communicate these findings to management · Maintains current knowledge of business policies, procedures, and applicable federal & state regulations · Understands technical issues; clearly defines issues, timely updates & summarizes project issues, and delivers the deliverables on time · Works on ad hoc and other assignments as needed · Provide support within the functional areas of the Dispute Business Unit · Performs other duties as assigned   Education and Experience: · High School Diploma or its equivalent education required · Two (2) years’ prior relevant card and/or card fraud/disputes experience in bank operations environment, and related customer service experience required with two (2) years of dispute processing experience preferred · Experience with First Data Resources (FDR), Visa, MasterCard or related platforms preferred · Knowledge of Truth in Lending Act (Regulation Z): o Billing Error Disputes o Unauthorized Transactions   Summary of Qualifications:   · Proficient with Windows based computer applications · Ability to support confidential matters and act as a liaison with all levels of management · Thorough knowledge of First Data and Visa/ MasterCard products · Ability to work under pressure; flexibility and willingness to work at a rapid pace · Ability to compose simple correspondence · Excellent communications skills · Effective planning, organizational, time management and problem solving skills · Effectively and efficiently communicate both through verbal and written channels in a way that others are able to understand the information in a manner consistent with the essential job functions · Ability to multi-task · Well-versed in all aspects of card transaction and dispute processing · Knowledge of regulatory impacts to the dispute resolution process