Debit Card Dispute Specialist - Remote

First American Bank; Melrose Park (IL); Remote; USD 25,000 - 34,000; Full time

Job summary

First American Bank is seeking a Debit Card Dispute Specialist to investigate and resolve debit card disputes, ensure Regulation E compliance, review chargebacks, and handle Zelle dispute claims. The role also involves preparing MCB reports, month-end statuses, and related research tasks within a banking environment.

The position requires a high school diploma, at least one year in banking, and proficiency with Microsoft 365.

Qualifications

• High school diploma or equivalent required.
• Minimum one year of banking or bank-related experience required.
• Previous experience in debit/credit card operations and balancing preferred.
• Must communicate effectively with external and internal contacts and tailor messages appropriately.
• Demonstrated ability to write clearly in emails, letters, and reports; maintain professional standards.

Responsibilities

• Investigate and resolve debit card disputes by researching and monitoring cases while ensuring Regulation E compliance.
• Review reports for chargeback statuses and research unposted cardholder items.
• Process Zelle dispute claims following policies and regulatory requirements.
• Prepare the MasterCard Billing Reports (MCB).
• Prepare end-of-month status reports.
• Monitor Account Data Compromise alerts and reissue warm cards as needed.
• Conduct general research tasks related to debit card operations.
• Complete additional assignments/projects as designated by management.

Skills

Communication skills

Interpersonal skills

Written communication

Professional demeanor

Message tailoring

Education

High school diploma or equivalent

Tools

Microsoft 365

Job description

Job Description

First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Florida. As the largest privately held bank in Illinois, we now have over 60 locations and assets of $8+ billion. We are a community bank at heart with international expertise, traditional values, and a forward-looking philosophy. Our employees have the experience and vision to meet the needs of savers, borrowers, and businesses in the 21st century. First American Bank can offer employees a level of visibility, career growth, and stability that is difficult to find in many larger corporations.

The Debit Card Dispute Specialist hourly (non-exempt) position investigates and resolves debit card and Zelle disputes by researching and monitoring cases to ensure Regulation E compliance, reviewing chargeback statuses, and handling unposted cardholder items. Additionally, this position monitors a variety of reports and performs general research tasks related to debit card operations.

DUTIES & RESPONSIBILITES

• Investigate and resolve debit card disputes by researching and monitoring cases while ensuring Regulation E compliance is met. Review reports for chargeback statuses. Research cardholder unposted items and prepare checks as needed.

• Comply with REG E, MasterCard rules, Network rules, and internal policies and procedures.

• Process Zelle dispute claims. Ensure claims are processed according to all policies, procedures, and regulatory requirements.

• Prepare the MasterCard Billing Reports (MCB).

• Prepare end-of-the-month status reports.

• Monitor the Account Data Compromise alerts. Warm cards that were reissued due to the alerts.

• Perform general research tasks related to debit card operations as needed.

• Conduct and complete additional assignments/projects as designated by management.

QUALIFICATIONS

• High school diploma or equivalent required.
• Minimum one year of experience in banking or bank-related field required.
• Previous experience in debit/credit card operations and balancing/account reconciliation preferred.
• Must be professional, comfortable speaking with external and internal contacts with a demonstrated ability to tailor the message appropriately to the audience and situation effectively.
• Demonstrated ability to convey thoughts and ideas effectively and succinctly via written formats, including emails, letters, and electronic platforms. Maintain professional standards relating to spelling and grammar.
• Maintain credibility through professional demeanor, appearance, and presence by modeling standards appropriate to our environment and industry.
• Maintain good working relationships with internal partners by exhibiting exemplary interpersonal skills, adopting a constructive, solutions-focused approach.
• Use sound professional judgment to balance the interests of the organization and customer, understanding and using available resources to mitigate risks.
• Proficiency with Microsoft 365 products and applications, including the ability to effectively prepare or review documents, procedures, and reports.
• Demonstrated ability to learn new systems and applications, as well as the ability to understand, adapt and adjust responsibilities/workflows as a result of system upgrades.
• Occasional travel to other First American Bank locations, Bank functions, and training facilities may be required.
• Typical schedule is Monday through Friday 8:00 a.m. to 5:00 p.m. Additional hours may be required depending upon business need.
• Punctuality is required to maintain First American Bank’s customer service standards.