Disputes Specialist

First Bank & Trust; Brookings (SD); On-site; USD 38,000 - 46,000; Full time

Job summary

First Bank & Trust in Brookings, SD is seeking a Dispute Specialist to join an autonomous team. You will be a key contact for dispute resolutions, ensuring strict adherence to Regulation E and related Visa/ACH rules, supporting both employees and customers.

The role requires an associate degree in a business field and two years of related experience, strong customer service, attention to detail, and the ability to work independently or onsite as part of a team to meet deadlines.

Qualifications

• Associate degree in a business-related field with two years of related experience.
• Strong customer service skills and ability to meet deadlines.
• Detail-oriented with strong problem-solving abilities.

Responsibilities

• Research Regulation E rules for disputed transactions.
• Respond to customers within Regulation E timeframes.
• Coordinate with vendors on Reg E software changes.
• Escalate issues to FRAML and supervisor when needed.
• Support process improvements and operational efficiency.
• Perform quality checks and update department procedures annually.
• Assist frontline staff to expedite resolutions.

Skills

Customer service

Attention to detail

Problem solving

Teamwork

Education

Associate degree in Business

Job description

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.

Qualifications:

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.

Principal Responsibilities:

• 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 timeframes.
• 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.

Compensation Grade

Hourly Grade 4

First Bank & Trust is an Equal Opportunity, Affi…? Equal Employment Opportunity Policy Statement. Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email [e-mail].