Dispute Specialist - BankCard

Commerce Bank • Kansas City, MO

78d • $20 - $26

About The Position

The main purpose of this job is to perform dispute related functions for consumer debit and prepaid, consumer credit, HSF, RLOC, and commercial cards, including retrieving support documentation, and closing/reissuing accounts. The role involves providing answers to low complexity questions about cases to assist new team members, documenting department procedures, and training team members. Additionally, the position requires reviewing and confirming the validity of customer documents through research, managing incoming calls related to cases, and conducting dispute resolution as outlined within regulatory guidelines.

Requirements

• Associate's degree in Business Administration or related field or equivalent combination of education and experience required
• 2+ years related customer service experience required
• 1+ year banking and/or bankcard experience preferred
• Intermediate knowledge of the banking industry, including best practices
• Basic understanding of regulations such as Reg E, Reg Z, Visa, Mastercard, Card Act, and Soldiers and Sailors
• Ability to learn and understand Commerce systems, platforms and card/deposit products
• Ability to be proactive and ask questions, offer solutions and retain and apply information to future situations
• Ability to exercise sound judgment when making decisions, including identifying and interrupting flagged issues
• Ability to maintain professionalism with customers during difficult situations
• Ability to extract necessary information to be able to thoroughly investigate a case
• Motivated and organized self-starter with strong attention to detail and the ability to manage multiple priorities
• Inquisitive, agile and strong team player with excellent written, verbal and interpersonal communication skills
• Ability to remain adaptable and resilient to all situations with an optimistic outlook
• Ability to research and provide solutions with the understanding of when to escalate issues
• Ability to retain information and apply knowledge to multiple situations or scenarios
• Ability to maintain a high degree of confidentiality
• Proficient with Microsoft Outlook, Word, and Excel

Responsibilities

• Provide answers to low complexity questions about cases to assist new team members
• Assist with documenting department procedures
• Assist with training team members
• Review and confirm validity of customer documents through research
• Perform and review validity of commercial account administrators
• Work all lines of business type of dispute cases and handle high dollar cases
• Perform basic related functions for consumer debit and prepaid, consumer credit, HSF, RLOC, and commercial cards, including retrieving support documentation, and closing/reissuing accounts
• Conduct dispute resolution as outlined within Reg E, Reg Z, Visa USA, Visa Intl and Mastercard regulatory guidelines for one business line
• Report activity to card associations as needed
• Process commercial card - boutique service requirements and assist authentication for call center when needed
• Communicate dispute details to and from the cardholder(s), merchants(s), financial institution(s), third party processor(s), peer(s)
• Manage incoming calls related to cases, queues, returned calls, status of account or case, internal departments, or outside agencies
• Process stop payments in the associated systems
• Perform other duties as assigned

Benefits

• Employer sponsored health, dental, and vision insurance
• 401(k)
• Life insurance
• Paid vacation
• Paid personal time
• Career development
• Education assistance
• Voluntary supplemental benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees