Disputes Specialist

First Bank & Trust•Brookings, SD

About The Position

This person works as part of an autonomous team and is a key contact related to dispute situations and resolutions for First Bank & Trust. This includes understanding and adhering to dispute Rules and Regulations and providing support for both employees and customers.

Requirements

Associate’s degree in a business-related field plus two years of related experience or the equivalent.
Above average customer service skills.
Ability to work independently, as well as part of a team, to complete a variety of tasks while meeting deadlines.
Aptitude for detail and accuracy.
Problem solving skills.
Working knowledge around Visa and the ACH Rules for handling disputed transactions.
Familiarity with and practice of the “Be the 1” principles.
Compliance with laws, regulations, and policies that impact the business.
Adherence to compliance procedures and participation in required compliance training.

Responsibilities

Research, investigate, track, and follow all Regulation E rules, including working knowledge around Visa and the ACH Rules for handling disputed transactions.
Demonstrate accuracy, thoroughness, and orderliness in working ACH disputes and ATM/POS disputes. Respond to customers in accordance with Regulation E timeframes.
Work with vendors when appropriate regarding Reg E Software and process changes.
Keep FRAML and Supervisor informed of trending issues to be further researched; they are also your contact point for escalated situations.
Be engaged with Continuous Improvement initiatives to contribute to process improvements, operational efficiencies, and superior customer service.
Perform quality checks of all critical, key daily functions within the department and respond to department emails as appropriate. Assist in reviewing, maintaining, and updating department procedures annually, at a minimum. Strengthen team dynamics by participating in cross-training efforts as needed.
Be a resource for customers and employees throughout the organization for dispute questions and situations in which Banking Operations supports. Respond to customer inquiries and requests in a timely manner; assisting frontline staff promptly to expedite resolutions to customer issues.
Contribute to and support Operational programs. Be familiar with and practice the “Be the 1” principles. Actively pursue developmental opportunities as discussed in one-on-ones and/or annual performance reviews.
Comply with laws, regulations, and policies that impact the business, keeping the supervisor and department manager apprised of potential issues or areas of concern.
Act in accordance with FBT policies and procedures as set forth in the employee handbook.
Adhere to compliance procedures and participate in required compliance training.