Dispute Processing Specialist

F&M Bank•Archbold, OH

About The Position

POSITION SUMMARY: This position is responsible for reviewing and analyzing the banks dispute program. This involves employing a range of strategies to reach amicable solutions that satisfy all parties involved. Specialists in this field possess strong problem-solving skills, excellent communication abilities, and a deep understanding of legal and regulatory frameworks. They ensure that disputes are handled efficiently and effectively, minimizing the impact on business operations, and maintaining positive relationships. OBJECTIVES OF THIS ROLE: A Dispute Specialist investigates, analyzes, and resolves disputes, often involving financial transactions or customer complaints. They gather information, communicate with involved parties, and negotiate resolutions while ensuring compliance with relevant regulations and company policies. This role requires strong analytical, communication, and problem-solving skills, as well as a detail-oriented approach.

Requirements

High School diploma or equivalent; with an equivalent 2 to 3 years of related experience.
Working knowledge of payments systems and networks, including general ledger accounting, dispute resolution, conflict management, reporting requirements and key control requirements that directly relate to payments processing.
Strong analytical and problem-solving skills.
Proficiency in using dispute resolution software and tools.
Ability to handle sensitive information with confidentiality and professionalism.
General background and experience with financial institution operating policies and procedures, especially regulatory and internal control requirements.
Superior interpersonal skills.
Must be able to effectively communicate with Operations staff, bank clients, auditors, and outside vendors.
Customer Service Skills: Ability to handle escalated situations with empathy and professionalism.
Excellent written communication to effectively interact with various parties and explain complex information clearly.
Problem-Solving Skills: Ability to identify the core issues in a dispute and develop effective solutions.
Attention to Detail: Ensuring accuracy in documentation, research, and resolution processes.
Negotiation Skills: Ability to find mutually agreeable solutions through discussion and compromise.
Ability to analyze data and make sound recommendations to management.
Excellent organizational and time management skills.
Ability to use independent judgment in completing activities and operate under minimal supervision.
Must be capable of handling difficult situations in a timely and professional manner.
Ability to effectively multi-task, work under pressure, and meet tight deadlines.
Must be flexible, dependable, can handle confidential materials, exercise appropriate judgment, and interpret policies.
Ability to build effective business relationships and work with people at all levels.
Excellent computer skills relevant to Microsoft Office Suites (i.e. Word, Excel, Outlook)
Valid Driver’s License
As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act.
Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.
Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
Employee is expected to adhere to the attendance and break policy and communicate with your supervisor about anticipated time off or modifications to break times.

Nice To Haves

NACHA certifications preferred.

Responsibilities

Analyze and assess incoming disputes and claims.
Prepare comprehensive reports and case summaries for internal use.
Ensure compliance with dispute resolution policies and procedures.
Stay up to date on relevant laws, regulations, and industry standards.
Use dispute resolution software and tools to manage cases.
Deliver regular reports on dispute resolution metrics and trends.
Develop and update internal documentation on dispute resolution procedures.
Understand and assist with network settlement.
Monitor and assist with preparing quarterly network reports for compliance with payment rails.
Ensure service level commitments are met in accordance with agreements, including response time and accuracy.
Evaluate, and recommend rules for card fraud management.
Work closely with Payments System Specialist and fraud liaison to maintain low fraud losses to the bank.
Manage debit card fraud program to ensure vendor is following all Reg E rules and guidelines.
Alert management of any issues and concerns.
Act as a liaison for all related internal and external audits. This includes coordination of the audit request, on-going support during the audit/examination, development of the audit/examination management response, and identification, communication, and resolution of exception items with staff.
Possess working knowledge of the NACHA Rules, FFIEC guidance, debit card processor rules and Regulation E guidance, etc.
Assist in a backup capacity for the payments department when needed.
Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.