Fraud Dispute Supervisor - Bank Card & Zelle

Overview

Who We Are
Old Second values a long-standing commitment to businesses and individuals across the Chicago area. With 50 locations and growing assets, we foster a community-focused environment and have been recognized as a Forbes Best-In-State Bank for Illinois.

Position Overview
We are looking for a Fraud Dispute Supervisor - Bank Card & Zelle Payments
. In this role, you will oversee case management, direct dispute investigations, assist with dispute claims, ensure adherence to established procedures, and provide guidance on dispute resolution strategies. Your leadership will impact our team and customers.

• Process Reg E disputes by selecting appropriate Return Reason Codes and gathering supporting documentation for resolution.
• Submit disputes through Data Navigator and accurately notation in Centrix, including batch numbers.
• Maintain organized fraud and non-fraud binders for reference and compliance.
• Review requests in Quick Assist from Jack Henry and provide additional information for non-fraud disputes as needed.
• Update top sheets in Centrix after disputes are closed; attach documentation to corresponding cases.
• Monitor and respond to emails in the OSB Falcon Folder and Dispute Folder promptly and professionally.
• Answer department phone calls with a courteous and helpful approach.
• Prioritize and resolve disputes nearing expiration deadlines.
• Assist with additional departmental tasks and projects as assigned.

• Manage and resolve customer complaints routed through the internal system (Tom-T) with care and attention.
• Oversee Zelle Monthly Reporting and ensure accuracy.
• Complete Card Audit and maintain compliance standards.
• Pull and review Dispute Log for accuracy and completeness.
• Conduct monthly Reg E reviews to ensure adherence to regulations.
• Manage Zelle Disputes with diligence and timely resolution.
• Oversee Dispute interest Return and ensure proper handling.

This role carries direct supervisory responsibilities and is essential in ensuring our team thrives in accordance with company policies and applicable laws.

Responsibilities include:

• Planning, assigning, and directing employee work.
• Evaluating performance, rewarding, and coaching employees.
• Addressing complaints and resolving issues effectively.
• Interviewing, hiring, and training new team members.

High School diploma (or equivalent) and three or more years of bank operations experience.

• Excellent oral, written, and interpersonal skills.
• A collaborative spirit and the ability to work well with others.
• Proficiency in computer systems and applications.

• Previous leadership experience highly desirable.
• Experience with dispute resolution and knowledge of Reg E preferred.

This position requires you to work onsite in Aurora, IL, on a daily basis to fulfill the regular responsibilities of the role.

Base pay: $25.00 - $34.60

Old Second is committed to fair and equitable pay practices. Pay is dependent upon the pay range and the incumbent's knowledge, skills and experience.

Benefits: How We Support You - Old Second

Thanks for considering Old Second!