Decedent Account & Card Dispute Coordinator

Function

Citadel’s Decedent Account and Card Dispute Coordinator is primarily responsible and accountable for processing and maintaining all records associated with death claims, including member notification, lawyer letters, social security notifications, processing of the monthly PA state listing and inheritance tax forms. This individual is also responsible to ensure the deceased Workflow is working properly, completes all testing regarding updates and ensures online help is current. This individual will also be responsible to assist with handling all Debit and Credit Card non-fraudulent chargebacks in accordance with association rules and timeframes as needed. They must maintain knowledge of all chargeback processing phases, including but not limited to: chargebacks, representments, arbitration, compliance, and the applicable time limits and required documentation to support chargebacks and potential chargebacks in order to resolve member billing disputes. Maintain basic knowledge of IRA processing, back up withholding and certificate exception processing to back up the IRA Coordinator during absences.

Duties and Responsibilities

• Deceased account processing including lawyer letters and member notification.
• Process accounts from various notifications; social security, State of PA
• Process the deceased report from Episys and ensure accounts are marked accordingly.
• Complete all inheritance tax forms online for State of PA in a timely manner.
• Ensure appropriate sections of the departmental procedures manual are current.
• Ensure deceased workflow is working, review enhancements, troubleshoot issues, submit IT tickets and complete testing for system updates and enhancements including Episys updates.
• Ensure retail online help and processing online help is current regarding deceased account processing.
• Back up Card Dispute Coordinator during heavy volumes and PTO. This includes processing cardholder disputes accurately and within appropriate timeframes as regulated by MasterCard and our PIN debit networks. Process all ATM disputes accurately and within appropriate timeframes as regulated by Regulation E. Prioritize cases per due date and manage time sensitive Representments and Rebuttals. Maintain General Ledgers associated with disputes to ensure clean accounting and minimal write-offs at quarter end.
• Receive and respond to Credit/Debit Card related correspondence to answer member disputes and inquiries.
• Works with internal resources and third pary vendors to resolve software issues
• Back up IRA Coordinator and maintain knowledge of IRA processes.
• Assist with back up withholding.
• Assist with exception processing relating to certificates of deposit.
• Continuously review processes for enhancements and efficiencies.
• Utilize strong listening, communication and problem-solving skills while diplomatically handling and/or resolving issues.
• Assist in educating Payment Support employees in making decisions that are in the best interest of Citadel as well as our customers.
• Providing Citadel Class Service (Accuracy, Value, Respect, and Convenience)
• Perform other duties as assigned

Qualifications and Education Requirements

• Minimum one year of experience in banking
• Minimum six months of decedent account processing and debit or credit card chargeback/dispute experience preferred
• Proficient in Microsoft Office/Windows
• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work is usually of a personal or sensitive nature.
• Ability to multitask and prioritize workload.
• Demonstrates adaptability when interacting with customers and internal clients.
• Strong organizational skills and attention to detail.
• Good communication and problem-solving skills.
• Excellent customer service and conversational skills

Education

• High school diploma or equivalent