Dispute Specialist

PrimeLending•Lubbock, TX

About The Position

Under limited supervision, the Dispute Specialist is responsible for the timely processing of ACH, debit card and other EFT transaction disputes in accordance with regulatory and network requirements. Maintains communication with customers and Bank employees through the duration of the dispute process. Additionally, the Dispute Specialist will provide full-cycle, operational support to the Card Services department in support of the Bank's debit card program.

Requirements

High School diploma, general education degree (GED), or equivalent required.
Minimum of 2 years of customer experience required with at least one year in the banking/financial services industry.
Excellent PC skills, including word processing and spreadsheets via Microsoft Office products as well as custom applications and systems.
Strong customer service skills demonstrated through situations involving escalated customer interaction and conflict resolution/mediation.
Must be self-motivated with strong initiative, high level of accountability, and attention to detail.
Excellent time management, organizational, math, and problem-solving skills with the ability to multi-task and work in a deadline-driven environment.
Excellent verbal, written and interpersonal communication skills.

Nice To Haves

Bachelor’s degree in Business or related field preferred.
Strong preference for direct experience with ACH, debit cards and/or Regulation E.
Experience with general accounting principles is a plus.

Responsibilities

Ensures all regulatory and network rules are met by processing disputes in a timely manner and in accordance with established processes/procedures.
Handles escalated disputes, as needed; interacts with customers and bank officers/employees to resolve.
Makes proactive contact with customers to verify and resolve suspicious transactions as part of card fraud alert case resolution.
Prepares customer notifications for distribution.
Identifies commonalities/patterns in suspected fraud cases and escalates to vendors and other involved parties to ensure fraud risks are mitigated.
Working under the direction of the Dispute Supervisor, assists with questions and workflow issues, and provides periodic reporting.
Coordinates with management team to collect and provide documents and data requested by internal audit groups and external bank examiners.
Participates in ongoing training related to ACH and debit card disputes.
Stays current on regulatory requirements in order to document current dispute procedures and future updates in various, job-related manuals.
Effectively communicates with frontline staff and other Bank personnel as it relates to dispute processing for affected customers.
Establishes appropriate communication channels with internal/external groups to ensure transparency and efficient resolution to all disputes.
Works with dispute software administrator to keep system current and at peak functionality.
Reconciles GLs related to the dispute process.
Cross-trains with and supports the Bank’s Card Services department through daily processing efforts.
Participates in department and operational projects.
Other duties as assigned by management.