Unauthorized Disputes Investigations Specialist

First National Bank Texas•Killeen, TX

About The Position

The Unauthorized Disputes Investigations Specialist investigates and resolves electronic funds transfer (EFT) cases in compliance with Regulation E. The role reviews records and transaction details, gathers information from customers and merchants, evaluates liability, and pursues applicable chargebacks and escalations. 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, meet strict deadlines amid frequent interruptions, and work with minimal supervision.
Detail-oriented, with the ability to organize and prioritize.
Ability to get along with co-workers and work effectively in a team environment.
Must successfully pass a background investigation according to company policy.

Nice To Haves

Customer service experience preferred.
Prior case management, collection, or investigation experience preferred.

Responsibilities

Investigate and resolve EFT cases while ensuring Regulation E compliance.
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 regarding existing or previous disputes.
Request chargebacks on applicable transactions to minimize bank loss or retrieve merchant documentation.
Review merchant documents and conduct additional research to validate merchant-provided 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.