Dispute Resolution Supervisor

Old Second National Bank • Aurora, IL

3h • $25 - $32 • Onsite

About The Position

We’re excited to share that we’re looking for a Dispute Resolution Supervisor! In this role, you will be at the forefront of overseeing case management, directing conflict investigations, assisting with dispute claims, ensuring our team follows established procedures, and providing guidance on effective dispute resolution strategies. Your leadership will make a real difference!

Requirements

• High School diploma (or equivalent) and three or more years of bank operations experience.
• Excellent oral, written, and interpersonal skills.
• A collaborative spirit and the ability to work well with others.
• Proficiency in computer systems and applications.

Nice To Haves

• Previous leadership experience highly desirable.
• Experience with dispute resolution and knowledge of Reg E preferred.

Responsibilities

• Process Reg E disputes by selecting appropriate Return Reason Codes and gathering supporting documentation for resolution.
• Submit disputes through Data Navigator and accurately notate them in Centrix, including batch numbers.
• Maintain organized fraud and non-fraud binders for reference and compliance.
• Review requests in Quick Assist from Jack Henry and provide additional information for non-fraud disputes as needed.
• Update top sheets in Centrix after disputes are closed; attach documentation to corresponding cases.
• Monitor and respond to emails in the OSB Falcon Folder and Dispute Folder promptly and professionally.
• Answer department phone calls with a courteous and helpful approach.
• Prioritize and resolve disputes nearing expiration deadlines.
• Assist with additional departmental tasks and projects as assigned.
• Manage and resolve customer complaints routed through the internal system (Tom-T) with care and attention.
• Oversee Zelle Monthly Reporting and ensure accuracy.
• Complete Card Audit and maintain compliance standards.
• Pull and review Dispute Log for accuracy and completeness.
• Conduct monthly Reg E reviews to ensure adherence to regulations.
• Manage Zelle Disputes with diligence and timely resolution.
• Oversee Dispute interest Return and ensure proper handling.
• Planning, assigning, and directing employee work.
• Evaluating performance, rewarding, and coaching employees.
• Addressing complaints and resolving issues effectively.
• Interviewing, hiring, and training new team members.

Benefits

• Old Second is committed to fair and equitable pay practices.
• Pay is dependent upon the pay range and the incumbent’s knowledge, skills and experience.
• Benefits: How We Support You - Old Second

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees