Unauthorized Disputes Investigations Specialist

First Community Bancshares, Inc.; Killeen (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

First Community Bancshares, Inc. is seeking an Unauthorized Disputes Investigations Specialist to support the EFT dispute process and ensure regulatory compliance. The role involves reviewing records, interviewing customers, and coordinating with merchants to resolve disputes.

The position requires strong written and verbal communication, attention to detail, and experience in customer service or investigations. Teamwork and reliability are essential in a fast-paced environment.

Qualifications

• At least 18 years of age and a 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 and meet deadlines amid interruptions.
• Detail oriented and able to organize and prioritize.
• Team-oriented with ability to work with coworkers.
• Must pass background investigation according to company policy.

Responsibilities

• Investigate and resolve EFT cases, ensuring Reg. E compliance.
• Review bank archival, public, and non-public records.
• Interview customers for additional information.
• Contact merchants to obtain information for disputes.
• Handle customer inquiries regarding disputes.
• Request chargebacks to minimize bank loss and retrieve merchant docs.
• Review merchant documents and research liability.
• Submit requests to elevate chargebacks for pre-arbitration.
• Write detailed notes to justify case decisions.
• Meet daily deadlines and goals.
• Follow regulations, policies, and procedures.
• Maintain regular attendance and punctuality.

Skills

Customer service experience

Case management experience

Written and verbal communication

Microsoft Office

Attention to detail

Teamwork

Education

HS Diploma

Tools

Office equipment

Job description

Unauthorized Disputes Investigations Specialist

#744-30777

Location

Support Services

Position Type

Full Time

Requirements

• 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

Job Description

• 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

*Position level based on experience and ACE promotion program completion

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

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