Dispute Specialist - BankCard

Commerce Bank•Kansas City, MO

3d•$21 - $25•Remote

About The Position

About Working at Commerce Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn’t stop there. Our culture is about our people, the ones in our communities and the ones that work with us. Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you. Creating an award-winning culture doesn't come easy. And after 160 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let’s talk. Compensation Range Hourly: $21.40 - $24.50 (Amount based on relevant experience, skills, and competencies.) About This Job 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.

Requirements

Intermediate knowledge of the banking industry, including best practices
Basic understanding of regulations such 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 and cast a positive shadow that is aligned with our culture and Core Values
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
Associate’s degree in Business Administration or related field or equivalent combination of education and experience required
2+ years related customer service experience required

Nice To Haves

1+ year banking and/or bankcard experience preferred

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