Disputes Specialist

Job Description

This person works as part of an autonomous team and is a key contact related to dispute situations and resolutions for First Bank & Trust. This includes understanding and adhering to dispute Rules and Regulations and providing support for both employees and customers.

This person works as part of an autonomous team and is a key contact related to dispute situations and resolutions for First Bank & Trust. This includes understanding and adhering to dispute Rules and Regulations and providing support for both employees and customers.

This person should have an associate’s degree in a business-related field plus two years of related experience or the equivalent. Above average customer service skills and the ability to work independently, as well as part of a team, to complete a variety of tasks while meeting deadlines. This person should have an aptitude for detail and accuracy and possess problem solving skills.

• Research, investigate, track, and follow all Regulation E rules, including working knowledge around Visa and the ACH Rules for handling disputed transactions.
• Demonstrate accuracy, thoroughness, and orderliness in working ACH disputes and ATM/POS disputes. Respond to customers in accordance with Regulation E time frames.
• Work with vendors when appropriate regarding Reg E Software and process changes.
• Keep FRAML and Supervisor informed of trending issues to be further researched; they are also your contact point for escalated situations.
• Be engaged with Continuous Improvement initiatives to contribute to process improvements, operational efficiencies, and superior customer service.
• Perform quality checks of all critical, key daily functions within the department and respond to department emails as appropriate. Assist in reviewing, maintaining, and updating department procedures annually, at a minimum. Strengthen team dynamics by participating in cross-training efforts as needed.
• Be a resource for customers and employees throughout the organization for dispute questions and situations in which Banking Operations supports. Respond to customer inquiries and requests in a timely manner; assisting frontline staff promptly to expedite resolutions to customer issues.
• Contribute to and support Operational programs. Be familiar with and practice the “Be the 1” principles. Actively pursue developmental opportunities as discussed in one-on-ones and/or annual performance reviews.
• Comply with laws, regulations, and policies that impact the business, keeping the supervisor and department manager apprised of potential issues or areas of concern.
• Act in accordance with FBT policies and procedures as set forth in the employee handbook.
• Adhere to compliance procedures and participate in required compliance training.

Hourly Grade 4

First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete Equal Employment Opportunity Policy Statement. Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at  or email