Bilingual Unauthorized Disputes Investigations Specialist

First National Bank Texas•Killeen, TX

2h•Onsite

About The Position

This role involves investigating and resolving EFT cases in compliance with Regulation E. The specialist will analyze various records, interview customers and merchants, and handle customer inquiries regarding disputes. Responsibilities include requesting chargebacks, reviewing merchant documentation, conducting research to determine liability, and escalating chargebacks for Pre-Arbitration when necessary. The role requires writing detailed notes to justify case decisions, meeting daily deadlines and goals, and performing tasks in accordance with regulations, company policies, and procedures. Regular and predictable attendance and punctuality are expected, along with other assigned duties.

Requirements

At least 18 years of age
High School Diploma or Equivalent
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
Must be bilingual in English/Spanish

Nice To Haves

Customer service experience preferred
Prior case management, collection, or investigation experience preferred

Responsibilities

Investigate and resolve EFT cases, ensuring Reg. E compliance
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 escalate 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