Bankcard Disputes Coordinator

POSITION SUMMARY

The position of Bankcard Disputes Coordinator is responsible for performing the duties required for the daily control and processing of the reports of debit card and credit card fraud and disputes. Individual must be detail-oriented and curious, and able to leverage research to resolve account transactions, and card issues in a timely manner. The incumbent will work closely with branch associates, customers and third-party vendors to resolve cardholder disputes and ensure the customer receives timely credit for all qualifying disputes. The Disputes Coordinator will work closely with the Risk Department to report fraud and dispute trends and is responsible for monitoring the opening and resolution of all disputes and for maintaining reports for leadership.

ESSENTIAL FUNCTIONS

• Responds to customer queries in a timely and effective manner, following department procedures for documentation requirements and response times.


• Monitors compliance with Federal Regulation “E” and Federal Regulation “Z” timeframes that govern responses to disputed transactions.


• Understands Mastercard rules for processing a chargeback and ensures items that are presented meet the requirements of the applicable Mastercard Reason Codes.


• Responds promptly and professionally to internal and external customers regarding resolution of issues.


• Responsible for continuous improvement of job knowledge by exercising strong listening skills and asking questions for clarity.


• Participates in the Reconciliation Process.


• Works with Law Enforcement and other entities, when appropriate.


• Evaluates transactional behavior matrixes and assists in the development of fraud mitigation strategies.


• Provides backup support for the Bankcard Analyst, as needed.


• Collaborate with internal teams to handle law enforcement contact related to debit and credit card disputes, as required.


• Investigate, evaluate, and process disputes/chargebacks, contacting cardholders to investigate possible fraud.


• Respond to inquiries from internal and external customers regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status and data input.


• Conducts a reasonable and thorough investigation into all disputes, along with attaining pertinent documentation used in investigations. 


• Properly submits chargebacks through resolution in alignment with Network Regulations.


• Provides back up support for Bankcard Disputes Coordinator.


• Referral of basic observed fraud and risk trends of transactional or fraud-related activity over time for further analysis.


• Application of transactional behavior matrices reference for identification and designation of defined fraud and risk-related dispute classifications.


• Provides level II customer support for the department as needed.


• Undertakes other projects/duties as assigned by Management.


• Provides email and phone customer service support for the department


• Completes annual compliance courses.


• Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws including the Bank Secrecy Act.


• Adheres to all requirements of our Service Excellence Standards.


• Performs additional duties and responsibilities as directed.

Knowledge & Experience:  These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position.  Individual abilities may result in some deviation from these guidelines.

• High school diploma or general education degree (GED); or the equivalent combination of education and experience.Work-related experience should consist of duties in a business environment and must possess at least 2 years of banking experience (preferred experience of 1 year in processing debit card related disputes). 


• Minimum 3 years’ experience in Dispute Processing preferred. 


• Knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.


• Excellent organizational and time management skills – ability to work with minimal supervision.


• Personal computer, word processing, Microsoft Office Suite skills required.


• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions.

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration.  A valid driver’s license is required.  Must have the ability to stand, walk, sit and use hands and fingers.  Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The environment is a professional office with standard office equipment.

Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment.  Must be able to pay close attention to detail and be able to work as a member of a team.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.