What are the responsibilities and job description for the Dispute Resolution Specialist position at Umpqua Bank?
In this role, you will provide internal and/or external customer service to individuals/departments seeking assistance with fraudulent transaction or dispute claims. You will assist the customer with dispute/fraud claims by ensuring accurate and timely completion of all dispute claims in accordance with regulatory requirements.
Functions
- Provide direct internal and external customer support relating to fraud or dispute claims.
- Prepare appropriate documentation for fraud and dispute claims. You'll ensure accurate and strict timeline requirements for completion of forms and documentation as governed by regulations.
- Assist departments with understanding fraud/dispute processes and provides status updates to when appropriate.
- Perform transactional processing which may include input, exception handling, research, transaction/account balancing, and dispute processing.
- Obtain in-depth understanding the Bank's Fraud policies and procedures for accurate completion and communication of Fraud Incident Referrals and Reg E Dispute submissions.
- Obtain in-depth understanding of critical regulatory requirements related to all Reg E Dispute claims, ACH/NACHA rules, and VISA rules and regulations.
- Demonstrate compliance with all bank regulations that apply to your position and keep up to date on regulation changes.
- Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security, and other regulations that apply to your position
- May be asked to coach, mentor, or train others and teach coursework as subject matter expert.
Qualifications
- Proficient in Microsoft Office and bank software, and the ability to multi-task and work between multiple software applications.
- Intermediate understanding of Regulation E, Visa Rules, and NACHA rules.
- Possess strong written and verbal communications skills, via the phone, email, or other communication channel. Ability to work with difficult customers and handle escalations while maintaining composure and providing excellent customer service.
- Ability to multitask in a fast-paced environment.
- Knowledge of Bank products and services, as well as fraud and operations procedures, practices, and policies. Awareness of current and emerging fraud trends in the financial industry.
- Ability to conduct heavy research, with a strong attention to detail, and feel comfortable making a judgement call.
- Less than 2 years of experience in bank operations, customer service, and/or fraud, required.
- High School Diploma or GED, required.
- Bachelor's Degree in business, finance, or related field, preferred.
Physical Requirements and Working Conditions
Work involves:
- Sitting
- Occasional walking
- Lifting to 10 pounds
- Office Environment
No relocation is offered.
About Us
We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we're never satisfied with the status quo. Greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers' needs, and connecting to people in new and innovative ways - always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.
Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.
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