Unauthorized Disputes Investigations Operations Specialist

Unauthorized Disputes Investigations Operations Specialist

#744-30567

Support Services

Full Time

• At least 18 years of age
• High School Diploma or Equivalent
• 3 years of banking experience, related experience or demonstrated knowledge to perform the job
• Customer service experience preferred
• Prior case management, collection, or investigation experience preferred
• Professional written and verbal communication skills
• Working knowledge of Microsoft office and general office equipment
• Ability to maintain productivity, focus, and meet strict deadlines amid frequent interruptions with minimal supervision
• Detail oriented and ability to organize and prioritize
• Effective problem-solving skills
• Effective leadership skills
• Must be able to get along with co-workers and work effectively in a team environment
• Must successfully pass background investigation according to company policy

• Supervise a team of employees
• Monitor and provide guidance and coaching to employees and address issues when identified
• Provide training to employees to ensure the work performed is compliant with policies and regulations
• De-escalate and resolve challenging customer concerns and issues with minimal assistance
• Assist with researching and resolving formal escalations
• Ensure team follows regulations, company policies and procedures
  
  Monitor workload productivity and ensure expectations are met
• Manage team in absence of manager
• Review and decision requests for case closure related to denials and merchant credits
• Investigate and resolve EFT cases, ensuring Reg. E compliance
• Ability to review and analyze bank archival records, public records, and non-public records
• Interview customers to obtain additional or clarifying information
• Contact merchants to obtain necessary information to investigate disputed transactions
• Properly handle customer inquiries regarding an existing or previous dispute
• Request chargebacks on applicable transactions to minimize bank loss / retrieve merchant documentation
• Review merchant documents and conduct additional research to validate information provided by the merchant against customer information and transaction details to determine liability
• Properly submit requests to elevate chargebacks for Pre-Arbitration
• Write detailed and concise notes to justify case decisions
• Meet daily deadlines and goals
• Perform assigned tasks in accordance with regulations, company policies and procedures
• Regular and predictable attendance and punctuality
• Other duties as assigned

• Must be able to remain in a sitting stationary position for extended periods of time
• Constantly operate a computer and other office machinery
• Ability to lift up to 25 pounds

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