Dispute Review Associate

First PREMIER Bank; United States; Remote; USD 32,000 - 48,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) – match up to 5%

Dental and vision coverage

Employee events

Job summary

First PREMIER Bank is seeking a Customer Service professional to handle billing and fraud-dispute inquiries via telephone, ensuring timely status updates and accurate information for customers. The role supports risk mitigation through investigations and due diligence, with emphasis on accuracy and customer care.

Shifts include various daytime and evening options in Sioux Falls, SD, with full-time and part-time availability.

Qualifications

• Good verbal and written communication skills.
• Intermediate computer skills and basic language fluency.
• Ability to focus and work without supervision.
• Experience in call center, security fraud disputes, or billing disputes is preferred.
• 3 years’ experience in call center area preferred.

Responsibilities

• Answer inbound calls from customers regarding billing and/or fraud disputes and communicate current status.
• Process new lost and/or stolen reports and billing dispute inquiries.
• Identify potential issues and contact cardholders and merchants regarding fraud or billing disputes.
• Execute account adjustments, reinstatements, and closures to mitigate financial risks for the bank, escalating to a supervisor for review when required.
• Follow policies, procedures, and state/federal regulations; ensure department standards are met.

Skills

Call center

Customer service

Billing disputes

Fraud investigations

Verbal communication

Written communication

Attention to detail

Analytical thinking

Problem-solving

Adaptability

Education

High school diploma or equivalent

Tools

CRM software

Job description

Remote

At First PREMIER Bank and PREMIER Bankcard, we’ve created a culture that emphasizes personal success, respect, health, and wellness, fun and giving back. This is an environment where you will be rewarded, valued, and celebrated for your hardwork.

We offer a robust and expanded package of health benefits, incentives, paid time off and growth and career advancement opportunities. We celebrate our employees and show our appreciation with private concerts, outdoor bashes, cash and car giveaways and more! See some of our epic celebrations and employeerecognitions.

Considered one of the nation’s strongest financial organizations, we’ve achieved our success by embodying the views and values of The PREMIER Way. From our CEOs to the newest hires, we all follow these shared views and values to guide us on how to treat our customers, co-workers and communities. The PREMIER Way also serves as a roadmap on how to be successful inside and outside of the workplace. We believe in investing in our employees, their families and our communities.

Job Description

Location: Sioux Falls, SD

Shift: Varying shift options available

Job Status: Full-Time and Part-Time

Company: PREMIER Bankcard

Fluent Bilingual skills (English/Spanish) are compensated in the form of a 10% differential. Bilingual skills are not required.

Shift Options

• Full-Time: 12:30pm-9:00pm Monday - Friday, every third Saturday 8am-4:30pm
• Full-Time: 12:00pm-9:00pm Monday - Friday, every third Saturday 8am-4:30pm
• Part Time: 2pm-9pm Monday - Friday, every third Saturday 8am-4:30pm
• No Sundays!

About the Role

Provide verbal communication to customer inquiries via telephone as it relates to billing and fraud disputes, utilizing active listening and investigative questioning skills to initiate new lost/stolen and/or disputes. Obtain necessary information to resolve disputes and provide status updates to customers including case resolutions.

Job Duties and Responsibilities

Essential duties and responsibilities include the following. Other duties may be assigned.

• Answer inbound calls from customers regarding billing and/or fraud disputes and communicate current status.
• Process new lost and/or stolen reports and billing dispute inquires.
• Identify potential issues and contact cardholders and merchants regarding fraud or billing disputes.
• Execute account adjustments, reinstatements, and closures to mitigate financial risks for the bank, while preparing and submitting recommendations for further account actions, escalating to a supervisor for review and approval when required.
• Follow policies and procedures, state and federal regulations and ensure all department standards are met.

Skills and Qualifications

• Good verbal and written communication skills.
• Intermediate computer skills and competency of language.
• Ability to focus and works without supervision.
• Strong skills in detail orientation, analytical thinking, and problem-solving.
• Embrace positive attitude towards change.
• High school diploma or equivalent is preferred.
• Experience of the credit card system and processes in Customer Service, Security Fraud Disputes, Security Fraudulent Applications, Loss Prevention, and/or Billing Disputes, preferred.
• 3 years’ experience in call center area preferred.

Competitive Benefits Package

• Full medical benefits when working 20+ hours per week
• Traditional and High Deductible health plan options available
• FREE dental and vision coverage
• Generous Paid Time Off plans
• 401(k) – dollar-for-dollar match up to 5% of total compensation
• Special discounts and offers for events at the Denny Sanford PREMIER Center
• PREMIER Wellness Program
• Paid Community Volunteer Hours – PREMIER averages 30,000 hours per year
• Fun Employee Parties

Our Culture

We have an emphasis on personal success, respect, health, wellness, fun and giving back

Employees are rewarded, valued, and celebrated for hard work.

Career advancement opportunities is a way PREMIER leaders show they care.

Appreciation is shown through concerts, outdoor bashes, cash, car giveaways and more.