Fraud & Dispute Specialist - Glenville, NY

Trustco Bank•Town of Glenville, NY

1d•$35,000 - $45,000•Onsite

About The Position

As a Fraud and Dispute Specialist at Trustco Bank, you will play a pivotal role in safeguarding our customers' assets and maintaining their confidence. You will handle inbound and outbound communications concerning debit card and ATM transaction disputes with professionalism, empathy, and attention to detail. Your expertise will ensure swift resolution of issues, reinforcing Trustco Bank’s commitment to superior customer experience.

Requirements

High School Diploma or equivalent
Strong verbal and written communication skills.
Strong attention to detail and accuracy in fraud investigations, dispute resolution, transaction analysis, and case documentation.
Strong listening skills and attention to detail.
Strong organizational skills with the ability to manage multiple priorities under tight deadlines.
Proficient in Microsoft Office Suite, especially Word and Excel.
Ability to work independently and collaboratively within a team.
Fluent in English
Access to reliable transportation
Ability to lift 10–20 lbs., stand for extended periods.

Nice To Haves

Bachelor’s degree in Business Administration, Finance, Economics, or a related business field
Bilingual

Responsibilities

Manage debit card disputes efficiently, sending timely notifications and correspondence to customers, ensuring clarity and reassurance.
Investigate and analyze suspected debit card fraud, collaborating with vendors and internal teams to mitigate risks.
Accurately post transactions, perform daily reconciliation of transaction exceptions, and ensure account integrity.
Maintain seamless communication with debit card vendors and internal branch personnel via E-Ticket and phone, fostering a collaborative approach to dispute management.
Coordinate the processing of compromised cards, overseeing reissuance and security protocols to protect our customers.
Address customer inquiries related to debit cards with professionalism, ensuring proper identity verification in accordance with established procedures.
Maintain meticulous records through proper filing and documentation to support audit readiness and regulatory compliance.