Unauthorized Disputes Investigations Specialist
First National Bank Texasā¢Killeen, TX
About The Position
The Unauthorized Disputes Investigations Specialist investigates and resolves electronic funds transfer (EFT) cases while ensuring compliance with Regulation E. The role involves reviewing records and transaction details, gathering information from customers and merchants, assessing liability, and taking appropriate chargeback and escalation actions. The position level is based on experience and completion of the ACE promotion program.
Requirements
- At least 18 years of age.
- High school diploma or equivalent.
- Professional written and verbal communication skills.
- Working knowledge of Microsoft Office and general office equipment.
- Ability to maintain productivity and focus and meet strict deadlines amid frequent interruptions with minimal supervision.
- Detail-oriented, with the ability to organize and prioritize.
- Ability to work effectively with coworkers in a team environment.
- Must successfully pass a background investigation according to company policy.
- Ability to remain in a sitting stationary position for extended periods.
- Ability to constantly operate a computer and other office machinery.
- Ability to lift up to 25 pounds.
Nice To Haves
- Customer service experience preferred.
- Prior case management, collection, or investigation experience preferred.
Responsibilities
- Investigate and resolve EFT cases in compliance with Regulation E.
- Review and analyze bank archival records, public records, and non-public records.
- Interview customers to obtain additional or clarifying information.
- Contact merchants to obtain information needed to investigate disputed transactions.
- Handle customer inquiries about existing or previous disputes.
- Request chargebacks on applicable transactions to minimize bank losses or retrieve merchant documentation.
- Review merchant documents and conduct additional research to validate merchant information against customer information and transaction details to determine liability.
- Submit requests to escalate chargebacks for Pre-Arbitration.
- Write detailed and concise notes to justify case decisions.
- Meet daily deadlines and goals.
- Perform assigned tasks in accordance with regulations, company policies, and procedures.
- Maintain regular and predictable attendance and punctuality.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
