BankCard Dispute Specialist

WSFS Bank•Philadelphia, PA

11d•$37,170 - $61,065

About The Position

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose. The BankCard Services Dispute Specialist will be responsible for handling a variety of routine and non-routine functions and services for WSFS Debit (Personal/Business), Credit Card, ATM, HELOC, and Prepaid (Gift) cards. The position requires the ability to investigate research and provide error resolution for disputes, potential fraudulent activity, cardholder record maintenance issues; card status maintenance issues and compliance concerns.

Requirements

An Associate’s degree or equivalent work experience. A Bachelors’ degree is preferred.
A minimum of 2 years of experience or equivalent in a transaction services operation.
Must have knowledge of Visa Operating rules and Federal regulations, preferably; or in a high-volume, deadline-oriented service environment.
Must have practical knowledge in Bank Card Operations as well as other Transaction Services areas that may include transaction support activities, CIS processing, research and adjustments, reconcilements, ATM, wire transfer and other support areas.
Must have an understanding of applicable government, payments networks and VISA regulations; retail banking products and services.
Must be proficient in using Windows and Microsoft software products; as well as Acquire, Encore, Work Queue Manager, CMSE, and IBS Insight.
Must have excellent oral and written communication skills, as well as excellent listening ability.
Must have excellent customer service skills to service both the internal and external customer.
Must have the ability to investigate research and provide error resolution for disputes, cardholder record maintenance issues; card status maintenance issues and/or compliance concerns.
Must have the ability to manage timelines for assigned queue workflow and participates in maintaining the timeliness requirements amongst all queues assigned to the function.

Responsibilities

Provide stellar customer service to WSFS internal and external customers.
Complete production tasks (including dispute processing, lost/stolen processing, card maintenance, travel notifications, etc.) adhering to established departmental SLA's, controls, policies and procedures.
Handle all aspects of customer EFT/POS disputes within Regulation E and VISA guidelines; apply conditional credits, Cardholder correspondence and monitor chargebacks-in-process.
Serve as a subject matter expert for all Associates to provide support to branches/Call Center, including Managers with BankCard related questions and issues.
Investigate all disputed debit card transactions to reduce the Bank's losses; analyze requests to determine appropriate actions; mitigate fraud loss.
Provide assistance to Cardholders regarding the chargeback and representment process, not limited to Merchant communication.
Responsible for the daily reconciliation of the BankCard general ledgers and timely processing of charge offs.
Process daily Card Association settlement for Debit, Credit, and Prepaid Card programs.
Escalate anomalies, issues and problems, such as fraudulent activity, to the department Manager and/or Operational Risk.
Perform new card set-up, cardholder record maintenance, and card status maintenance.
Perform related clerical functions and duties and special projects as assigned.
Perform other duties and/or special projects as required.
Manage timelines for assigned queue workflow and participates in maintaining the timeliness requirements amongst all queues assigned to the function.

Benefits

WSFS provides a competitive benefits package, which includes medical, dental, and vision coverage; a 401(k) plan; life, accident, and disability insurance; flexible spending accounts (FSAs) and health savings accounts (HSAs); and wellness programs.
Additional benefits may include paid parental leave, military leave, vacation and other paid time off, sick leave in accordance with applicable state laws, and paid holidays.

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