Bilingual Unauthorized Disputes Investigations Specialist

fnbtandfcbcareers; Killeen (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

FCBI is seeking an EFT Dispute Specialist to investigate and resolve chargeback cases, review records, interview customers, and coordinate with merchants in a Reg. E compliant manner.

The role requires bilingual English/Spanish communication, strong MS Office skills, teamwork, and the ability to meet tight deadlines while maintaining accuracy.

Qualifications

• At least 18 years of age.
• High School Diploma or Equivalent.
• 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, meet deadlines amid interruptions with minimal supervision.
• Detail oriented, organized, and able to prioritize.
• Must work well in a team and get along with coworkers.
• Must pass background investigation per policy.
• Must be bilingual in English/Spanish.

Responsibilities

• Investigate and resolve EFT cases, ensuring Reg. E compliance.
• Review bank archival, public, and non-public records.
• Interview customers to obtain clarification.
• Contact merchants to obtain information for investigations.
• Handle customer inquiries about disputes.
• Request chargebacks on applicable transactions to minimize loss.
• Review merchant documents and verify against customer and transaction data.
• Submit requests to escape chargebacks for Pre-Arbitration.
• Write detailed and concise notes to justify decisions.
• Meet daily deadlines and goals.
• Perform tasks per regulations and company policies.
• Maintain regular attendance and punctuality.
• Other duties as assigned.

Skills

Customer service

Case management

Investigation skills

Written and verbal communication

Microsoft Office

Team player

Bilingual English/Spanish

Background check clearance

Education

High School Diploma or Equivalent

Tools

Microsoft Office

Job description

Responsibilities

• 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 escape 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

Physical Requirements

• 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

• Position level dependent upon experience

FCBI is an equal opportunity employer.

Qualifications

• At least 18 years of age
• High School Diploma or Equivalent
• 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
• 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
• Must be bilingual in English/Spanish