Card Services Dispute Case Representative , Cards & Payments Department, South Bend

Position Summary

Responsible for assisting cardholders with the dispute process, providing written and verbal communications and support for cardholders and manage the dispute life-cycle end to end.

• Organizes, investigates and tracks customer dispute inquiries to completion.
• Problem solves between the client, Bank and assigned customers.
• Processes daily provisional and final credit in accordance with regulatory guidelines, managing the adjustment process and ensure successful processing within allotted time frames.
• Responds to and researches fraud/non-fraud inquiries, using a computer software dispute program to track information.
• Documents problems and corrective procedures per established guidelines.
• Works to ensure all chargeback regulations are adhered to while attempting the highest recovery rate possible and minimal losses to the Bank
• Works to ensure best practices are being followed.
• Regular and predictable attendance is an essential requirement of the position.
• Responsible for the completion of all compliance training related to the position.
• Must understand all applicable laws and regulations that apply to the position and complies with the requirements.

• Organizes, investigates and tracks customer dispute inquiries to completion.
• Problem solves between the client, Bank and assigned customers.
• Processes daily provisional and final credit in accordance with regulatory guidelines, managing the adjustment process and ensure successful processing within allotted time frames.
• Processes chargebacks via ATM/ Card processor website.
• Responds to and researches fraud/non-fraud inquiries, using a computer software dispute program to track information.
• Documents problems and corrective procedures per established guidelines.
• Works to ensure all chargeback regulations are adhered to while attempting the highest recovery rate possible and minimal losses to the Bank
• Works to ensure best practices are being followed.
• Regular and predictable attendance is an essential requirement of the position.
• Responsible for the completion of all compliance training related to the position.
• Must understand all applicable laws and regulations that apply to the position and complies with the requirements.

• One (1) – two (2) years of related work experience.
• Basic knowledge of Regulation E compliance.
• Excellent customer service skills.
• Microsoft Office knowledge.
• Ability to make timely decisions.
• Ability to manage time and organization of daily responsibilities.

High school diploma or GED.

Minimal or occasional travel for meetings, projects or training as needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is required to sit, stand and walk; use hands and fingers to operate keyboard and other office equipment; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and/or move up to 10 pounds.

MS Office PC, fax, phone and standard office equipment.