Dispute Resolution Specialist

Equity Bank•Wichita, KS

20h•Onsite

About The Position

Jump start your career at Equity Bank! We are currently hiring energetic, team oriented, and community focused individuals to join our team! With a team of best-in-class customer service experts, you'll help to build and expand on client relationships, deliver the banking products and services that meet the unique and individual needs of clients, and create and uphold an atmosphere of superior experience and service. At Equity Bank we’ll help you invest in your community through volunteer opportunities which align with our company initiatives and core values.

Requirements

High School Diploma or equivalent
Minimum of 1+ years banking experience and 2+ years Customer Service experience preferred.
Excellent interpersonal, verbal, and written communication skills. Must be comfortable with video communication.
Ability to analyze, investigate and achieve results
Computer proficiency in Windows-based systems
Ability to maintain a high degree of confidentiality
Strong attention to detail and organizational skills
Capable of working with a team to determine solutions

Responsibilities

Deliver Superior Customer Service and Customer Experience: Demonstrate excellent customer service skills with both external and internal clients. Promptly accept calls (and video sessions) and create a welcoming, engaging, professional environment for each customer encounter. Be able to effectively communicate and be understood by customers and partner departments. Work jointly with other departments to provide an enhanced customer experience.
Dispute Processing: Receive incoming calls with questions about debit card and/or credit card transactions. Create and review fraudulent cases and resolve problems or troubleshoot issues related to card transactions utilizing multiple systems. Place outbound calls and engage in dispute resolution calls to the merchant if necessary. Serve as mediator between involved parties in an effort to come to a resolution for customer disputes. Review account activity, taking appropriate measures to minimize risk and loss to the bank, while complying with MasterCard, and federal regulations. Perform security-related functions for consumer debit and credit cards including restricting accounts, gathering support documentation, and closing/reissuing cards. Process card maintenance duties, including creating, mailing or printing debit cards to specific locations. Processes chargebacks, pre-arbitration, arbitration, and compliance cases within Mastercard guidelines to maximize recovery of funds. Complete back-office adjustments and finalize disputes. Balance and reconcile dispute general ledger daily.
Demonstrate Compliance with Applicable Laws and Regulations: Understand and follow applicable laws and regulations for your job responsibilities, including but not limited to Equity Bank Business Ethics and Conduct policy, Bank Secrecy Act, Information Security, Suspicious Activity Reporting requirements, policies and procedures. Apply knowledge of Regulation E guidelines to ensure dispute case compliance guidelines are met. Apply knowledge of Mastercard rules and regulations to process chargebacks timely and accurately. Complete periodic compliance training.
Perform other duties as assigned or required.