Electronic Case Review Representative

PeoplesBank•Holyoke, MA

About The Position

The Electronic Case Review Representative serves as the primary point of contact for all customer dispute‑related inquiries, ensuring an efficient and positive experience throughout the resolution process. This role is responsible for investigating, analyzing, and resolving Reg E and ACH disputes in compliance with all applicable regulations. Working closely with merchants, bank partners, and internal departments, the representative gathers information, evaluates transaction data, and maintains accurate case documentation from initiation through resolution. In addition to dispute review, this position supports a broad range of functions within the Electronic Banking department, including online banking inquiries, mobile deposit tasks, and ATM/Debit Card maintenance. The representative also assists with card-related research, escalated issues, and the continuous improvement of departmental procedures. Success in this role requires exceptional attention to detail, strong communication skills, and the ability to manage multiple cases simultaneously in a fast-paced, compliance‑driven environment.

Requirements

High school diploma and two to three years of related experience; OR training OR a combination of training and education.
Experience in dispute resolution, banking operations or fraud investigation.
Strong knowledge of Reg-E and ACH dispute procedures.
Excellent attention to detail and organizational skills.
Effective verbal and written communication skills.
Ability to work independently and manage multiple cases simultaneously.
Thorough knowledge of banking and compliance regulations.
Proficiency in MS Office/365 (Word, Outlook, Excel, Teams, PowerPoint, Access)
Strong Excel skills required
Familiarity with financial systems and dispute case management tools.

Responsibilities

Investigate and resolve Reg E disputes in a timely and complaint manner
Analyze transaction data and supporting documentation to determine validity of each dispute
Communicate with merchants and internal departments to gather necessary information
Ensure compliance with Reg-E, NACHA and other applicable regulations
Maintain accurate records of case progress, decisions, and resolutions
Identify trends or reoccurring issues and escalate when needed
Provide exceptional customer service during the dispute process
Performs required online banking and mobile deposit tasks. Responds to inquiries and performs problem resolution as necessary
Acts as the secondary contact for all ATM/Debit Card ordering and maintenance functions, including processing of ATM/Debit Card maintenance forms and requests
Reviews and updates procedures, as necessary
Serves as the primary contact for card-related research and escalated issues including closed card charges.
Completes all yearly compliance training and testing and complies with bank, federal, and state regulations.
Complies with Bank Policies and Procedures.
Other related duties may be assigned