Associate, Payment Systems (E-Regulation)

Oriental Bank•San Juan, PR

6d•Hybrid

About The Position

The Associate, Payment Systems (E-Reg) is responsible for receiving, analyzing, & processing chargebacks on a timely basis for all Regulation E Claims and conducting all relevant investigations adhering to regulatory requirements to ensure an optimal customer experience and mitigate the Bank’s financial and regulatory exposure. Position works hybrid and reports to San Juan, PR.

Requirements

Associate degree in Business Administration, Finance, or related field required.
One (1)+ year of experience in customer service within the banking or financial services industry required.
Basic knowledge of Regulation E and NACHA guidelines required.
Strong analytical, problem-solving, and decision-making skills with attention to detail.
Effective written and verbal communication skills in English and Spanish, with the ability to communicate clearly and professionally with internal and external stakeholders.
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) required.
Ability to work independently while collaborating effectively with cross-functional teams.
Ability to manage multiple priorities in a high-volume, fast-paced environment.
Legally authorized to work in the US is required.
Permanent or ongoing work authorization is required.

Nice To Haves

Experience handling claims and Regulation E related processes highly preferred.
Experience with banking systems and internal platforms preferred.

Responsibilities

Ensure compliance with Regulation E requirements, including timely investigation, provisional and final credit processing, and customer communication throughout the dispute lifecycle.
Process chargebacks within card brand timelines, ensuring accuracy and minimizing potential financial losses.
Analyze transactions and apply sound operational judgment to document decisions and support accurate case resolution.
Monitor and identify fraud trends across cases and escalate findings to leadership in a timely manner.
Handle customer information in accordance with Bank protocols, ensuring confidentiality and professionalism in all interactions.
Ensure adherence to applicable regulatory requirements, including BSA, CFPB, TILA, RESPA, Regulation E, and other financial industry standards.
Maintain accurate and up-to-date reporting on all claims, including new, pending, and closed cases.
Support the implementation of new processes, procedures, and operational improvements.
Collaborate with internal teams and business partners to support efficient case handling and service delivery.
Other duties may be assigned.