Reg E Dispute Resolution Specialist I or II

Tri Counties Bank•Chico, CA

About The Position

Tri Counties Bank is hiring a Reg E Dispute Resolution Specialist at Level I or II. The role reports to the CSO Claims Manager and supports compliance with Regulation E for ACH and debit card electronic funds transfer disputes. The specialist applies error-resolution requirements, avoids compliance or UDAAP violations, and communicates resolution expectations and time frames to customers verbally and in writing. The role works with Compliance and Internal Audit on periodic reviews and policy and procedure updates, and with the Fraud Investigations Unit on suspected financial abuse and account relationships presenting risk. Level I supports the intake and processing of customer claims: receiving referrals from branches and Customer Support, interviewing customers, entering claims in Centrix DTS, ensuring disputes are filed in accordance with state and federal regulations, setting expectations, following up with customers, obtaining documentation for chargebacks, and answering questions about the claims process. Level II also handles merchant disputes under Visa regulations that fall outside Regulation E. Responsibilities include investigating claims using internal and external sources, analyzing and communicating findings, retaining supporting evidence, identifying and reporting fraud trends, ensuring fee credits for unauthorized charges, and processing debit card and ACH chargebacks. Both levels maintain knowledge of applicable bank policies, procedures, and laws, attend training, and perform other assigned department duties.

Requirements

High school diploma or GED.
Level I: 0–2 years of relevant banking or financial-services experience is preferred, particularly in operations and/or Customer Support.
Level II: 2–5 years of internal and/or external banking or financial-services experience in operations and Customer Support.
Ability to work in a team environment with moderate background noise (Level I and II).
Ability to grasp new concepts (Level I).
Understanding of debit and credit functions in transaction postings (Level I).
Professional, clear verbal and written communication with customers and colleagues; ability to communicate business processes to technical resources (Level II).
Ability to follow established policies and procedures and prioritize responsibilities to maximize time and efficiency.
Ability to communicate positively and courteously with customers, with a genuine concern for resolving problems (Level I).
Basic understanding of ATM, debit card, and ACH transactions from the customer perspective, including proper use and handling of an access device (Level I).
Ability to work independently with minimal direction or guidance (Level II).
Microsoft Office Suite skills, including Outlook, Excel, and Word.
Maintain understanding of applicable bank policies and procedures and state and federal requirements, including Regulation E, BSA, Suspicious Activity Reporting, information security, identity theft red flags, UDAAP, financial elder abuse, and OFAC compliance.

Nice To Haves

Regulation E dispute experience (preferred for both levels).
Proficiency with Centrix DTS or a similar claims-management system (Level II).

Responsibilities

Receive calls from branches and Customer Support and assist with beginning the EFT error-resolution claims process (Level I).
Interview customers to obtain information needed to submit claims and enter claims in Centrix DTS (Level I).
Ensure customer disputes and suspected fraud are filed in accordance with state and federal regulations (Level I).
Set customer expectations regarding resolution timing and make outbound calls for follow-up or claim clarification.
Obtain documentation from customers for chargeback processing and support department and branch questions about Regulation E and claims.
Investigate claims using internal and external data sources, including film review, internet searches, and interviews (Level II).
Analyze investigation findings, determine claim resolutions, communicate findings to customers in writing, and retain documentary evidence (Level II).
Identify fraud trends and communicate findings to affected bank areas to help mitigate risk (Level II).
Ensure accounts are credited for fees resulting from unauthorized charges (Level II).
Process debit card chargebacks through Client Central and coordinate ACH chargebacks through Signature FTM with ACH Operations (Level II).
Report suspected adult or elder financial abuse for reporting to appropriate governing bodies and recommend customer relationships to the Fraud Investigations Unit for review when appropriate (Level II).
Attend training and maintain current knowledge of processing and regulatory changes, bank policies and procedures, and applicable state and federal requirements.
Perform other department duties as assigned.