Deposit Operations Specialist (Card Services Support)

CITIZENS BANK OF KANSAS•Derby, KS

1d•Onsite

About The Position

This full-time Deposit Operations Specialist will play a key role in managing Citizens Bank of Kansas' automated debit card dispute and fraud resolution platform. The position is responsible for investigating and resolving debit card and electronic payment disputes, administering dispute workflows, monitoring case activity, ensuring regulatory compliance, and utilizing automated fraud and chargeback tools to mitigate risk and deliver exceptional customer service. The ideal candidate enjoys solving complex problems, analyzing transaction activity, and managing cases through technology-driven processes.

Requirements

A positive attitude
Excellent communication and listening skills
Attention to detail
Ability to manage multiple tasks simultaneously while adapting to changing priorities and deadlines
Proficiency with the MS Office Suite of products – particular expertise in Excel required
Strong analytical skills with the ability to exercise independent judgment when making decisions that impact customer accounts and bank risk
Strong investigative, analytical, and problem-solving skills with the ability to navigate multiple systems and manage case workflows effectively

Nice To Haves

Prior banking experience is beneficial
Experience working with automated dispute, chargeback, fraud monitoring, or case management systems preferred

Responsibilities

Serve as the primary administrator of the Bank's automated dispute and fraud case management system, including monitoring workflows, managing queues, and ensuring timely case resolution.
Utilize automated dispute processing tools to investigate debit card fraud claims, chargebacks, and electronic payment disputes in accordance with regulatory requirements and card network rules.
Monitor system-generated alerts, dispute deadlines, and workflow exceptions to ensure compliance with Regulation E, card network requirements, and internal policies.
Maintain accurate electronic case records, supporting documentation, and customer communications within the dispute management platform.
Identify trends, workflow improvements, and system enhancement opportunities that improve operational efficiency and customer experience.
Partner with vendors, card processors, and internal departments to support dispute system functionality and resolve escalated issues.
Research, process, and track debit card and electronic payment disputes, chargebacks, stop payments, garnishments, and levies.
Work directly with customers and internal banking partners to investigate debit card fraud, resolve complex inquiries, and provide timely follow-up.
Verify accuracy and completeness of customer payment claims, ensuring required documentation and compliance with regulatory and card network requirements.
Analyze card and electronic payment activity through VISA-supported systems and dispute management technology to identify fraud trends, mitigate risk, and improve case resolution outcomes.
Monitor assigned reports and exercise sound judgment on decisions impacting customer accounts and bank liability.
Maintain working knowledge of VISA and other card network rules, including chargeback and representment processes.
Document, monitor, and manage dispute and fraud cases within the Bank's automated dispute management platform, ensuring timely resolution, regulatory compliance, and adherence to established deadlines.
Process and reconcile debit card and electronic payment settlement activity, including interchange income and expense.
Responsible for account reconciliation activities, including teller cash balancing and internal account oversight.
Supports ACH dispute processing along with overdraft program duties and related reporting.
Collaborate across departments, promote teamwork, and participate in cross-training to support operational needs.