Dispute Specialist

State Bank of Southern Utah•Cedar City, UT

13h

About The Position

The Dispute Specialist will help bank customers resolve payment and charge disputes. This position will require being trained in the processes for resolving payment disputes through channels that are subject to regulatory deadlines, for products such as Debit Cards, Credit Cards, Zelle, ATM, ACH, and Online bill pay. This position requires the candidate to collaborate with other bank departments and dispute team members to provide a streamlined dispute resolution process from intake to resolution, with the goal of giving our customers the best possible experience. Dispute Specialists will be the primary liaison between card issuers, merchants, and the customer to gather information, conduct investigations into customer disputes, and provide a timely resolution.

Requirements

High School Graduate
Proficient with Microsoft Office products
Must be able to become knowledge of Regulation E and Nacha Operating rules, knowledge of and ability to interpret and disseminate information regarding federal regulations and state banking law
Ability to learn, familiarize, and understand software systems to obtain needed functionality and objectives. Current systems are Intercept, Base2000, Finboa, and FCM.
Strong written and oral communication skills over a variety of channels that include making and receiving phone calls, email, face to face, chat for overall team synergy and production
Strong analytical and problem-solving skills; ability to resolve complex issues with minimal direction
Ability to adapt to changing business needs and prioritize accordingly
Ability to foster strong relationships with internal and external stakeholders
Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment. Must be able to prioritize work to meet deadlines.
Intermediate knowledge of Microsoft Office Suite; particularly Word and Excel
Ability to follow written procedures to ensure adherence to regulation

Nice To Haves

General banking experience
Experience with fraud or charge disputes

Responsibilities

Responsible for assisting customers with disputes involving Debit Cards, Credit Cards, Zelle, ATM, ACH, and Online bill pay.
Responsible for processing, researching, and resolving cardholder claims while ensuring that chargebacks are processed accurately and in a timely manner.
May assist the Dispute Manager to help identify and recommend updates and/or improvements regarding the bank-wide dispute process.
Establish expertise on Reg E, Reg Z, and other applicable regulations.
Comply with regulatory deadlines and recordkeeping requirements.
Understand POS, ACH, and related electronic return deadlines.
Proactively detect fraud and protect the bank from fraud.
Responsible for all activities surrounding the dispute process including client communications, investigations, tracking all associated timelines and tasks, transaction processing and fee and interest review.
Provide excellent customer service.
Ensure that your team communicates effectively with customers in a non-judgmental manner.
Explain bank liability and deadlines to customers who are seeking refunds.
May be required to attend relevant training to keep up on best practices regarding disputes, relevant regulations, and our software.