ATM Bankcard Dispute Specialist (HYBRID)

Value Proposition: Overview: Responsibilities:

• Handles bankcard transaction disputes within Regulation E timeframes and following Department Policies and Procedures. Reviews all required customer documentation for completeness and accuracy of information. Contacts customer or branch if additional information is needed. Processes disputes involving our customers at our ATMs by contacting the branch, requesting ATM settlement information, and examining ATM activity by viewing digital recordings. Investigates disputes involving other bank’s customers using our branch ATMs by reviewing reports to determine course of action within network time frames in order to maintain an acceptable recovery rate for Fulton Financial Corporation. Logs Fulton Financial Corporation customer disputes into the Dispute database for tracking and documentation. Investigates each case to determine if the dispute is of a fraudulent nature and takes the appropriate action to resolve the dispute within required timeframes. Completes Unusual Activity Reports and refers disputes to Fraud Risk Management based on established dollar amount of transactions or circumstances surrounding the dispute. Determines if immediate or provisional credit should be given to customer and makes the appropriate updates to the database, generates appropriate customer communication, and ensures the entries are made to the customer’s account. Prepares all supporting documentation and submits all critical information accurately and timely into the vendor’s adjustment system. Follows through with each case to make sure that bank gets final credit for the dispute and required documentation is mailed to customer to close case. Documents the investigation and outcome of each dispute. Maintains an acceptable error ratio on work processing as tracked and reported monthly.
• Monitors the chargeback and retrieval process within all regulatory timeframes. Reviews system reports to determine status of open dispute cases. Follows through with vendor in the dispute process to ensure bank does not lose chargeback rights. Examines received sales drafts for clues to the identity of the person using the card and identifies areas where card is being used to determine next course of action. Escalate any vendor services and or system failures immediately to Department Manager.
• Accountable for Customer Service and Telephone Support in a call center environment. Supports incoming and outbound calls related to potential fraud, bankcards products, services, and transactions for internal and external customers. Provides analysis and resolution by researching and responding to bankcard and transaction cases, telephone and workflow tasks including but not limited to lost or stolen cards, card activation, card status, limit increases, travel notification, unauthorized transactions and dispute processes, transaction authorization and denial, Relationship Rewards point and redemption, and ATM terminal issues. Uses and understands multiple corporate systems as well as Third Party systems used exclusively by department for customer support and maintenance including but not limited to core banking system, workflow systems, document imaging, report storage and retrieval, card specific applications and systems for card management, transactions research, fraud monitoring and preventions, and rewards points and redemption. Adheres to security policies to avoid customer losses and risk to the corporation while maintaining excellent customer service.
• Accountable to deliver experiences that exemplify the Customer Service Promise to build and maintain customer loyalty. Achieves department call resolution goal for customer satisfaction and loyalty. Researches customer requests and follows up with customer to provide resolution within twenty four hours. Achieves department goal for excellent internal and external call monitoring scores. Follows established department guidelines of expected skills and behaviors that model the Customer Service Promise.

Qualifications:

Required Education

Required Experience

: This role may perform other job duties as assigned by the manager. Each employee of the Organization, regardless of position, is accountable for reading, understanding and acting on the contents of all Company-assigned and/or job related Compliance Programs, regulations and policies and procedures, as well as ensure that all Compliance Training assignments are completed by established due dates. This includes but is not limited to, understanding and identifying compliance risks impacting their department(s), ensuring compliance with applicable laws or regulations, and escalating compliance risks to the appropriate level of management. Sponsorship Statement : As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Bank currently or in the future. EEO Statement : Fulton Bank (“Fulton”) is an equal opportunity employer and is committed to providing equal employment opportunity for all qualified persons. Fulton will recruit, hire, train and promote persons in all job titles, and ensure that all other personnel actions are administered, without regard to race, color, religion, creed, sexual orientation, national origin, citizenship, gender, gender identity, age, genetic information, marital status, disability, covered veteran status, or any other legally protected status.