Unauthorized Disputes Investigations Operations Specialist

FNBT - First National Bank Texas; Killeen (TX); On-site; USD 54,000 - 72,000; Full time

Job summary

FNBT - First National Bank Texas is seeking an Unauthorized Disputes Investigations Operations Specialist to lead a team in Support Services, focusing on escalated disputes and EFT case handling. You will supervise staff, coach and train, review denial and chargeback decisions, gather information from customers and merchants, and ensure compliance with Reg E and bank policies.

The position requires banking experience, strong written and verbal communication, and the ability to meet daily

Qualifications

• At least 18 years of age and High School Diploma or Equivalent.
• 3 years of banking experience, related experience or demonstrated knowledge to perform the job.
• 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.
• Effective problem-solving skills.
• Effective leadership skills.
• 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.

Responsibilities

• Supervise a team of employees.
• Monitor and provide guidance and coaching to employees and address issues when identified.
• Provide training to employees to ensure the work performed is compliant with policies and regulations.
• De-escalate and resolve challenging customer concerns and issues with minimal assistance.
• Assist with researching and resolving formal escalations.
• Ensure team follows regulations, company policies and procedures; monitor workload productivity and ensure expectations are met.
• Manage team in absence of manager.
• Review and decision requests for case closure related to denials and merchant credits.
• 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 elevate 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

Skills

Banking experience

Customer service

Case management

Investigation

Leadership

Teamwork

Detail oriented

Communication

Education

High School Diploma

Tools

Microsoft Office

Job description

Unauthorized Disputes Investigations Operations Specialist

#744-30567

Location

Support Services

Position Type

Full Time

Requirements

• At least 18 years of age
• High School Diploma or Equivalent
• 3 years of banking experience, related experience or demonstrated knowledge to perform the job
• 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
• Effective problem-solving skills
• Effective leadership skills
• 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

Job Description

• Supervise a team of employees
• Monitor and provide guidance and coaching to employees and address issues when identified
• Provide training to employees to ensure the work performed is compliant with policies and regulations
• De-escalate and resolve challenging customer concerns and issues with minimal assistance
• Assist with researching and resolving formal escalations
• Ensure team follows regulations, company policies and proceduresMonitor workload productivity and ensure expectations are met
• Manage team in absence of manager
• Review and decision requests for case closure related to denials and merchant credits
• 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 elevate 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

Member FDIC, Equal Housing Lender
FCBI is an Equal Opportunity Employer
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at[phone].

EEO is the Law