Dispute Resolutions Specialist I

At First Mid, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of discretionary short-term incentives (i.e. bonus, incentives, and/or commission). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, tuition reimbursement, an Employee Stock Purchase Plan, and a 401K plan with company match. Incentives and benefits are subject to eligibility requirements.

First Mid’s Disputes team is a fast-paced, collaborative environment that works with various internal and external customers. The Dispute Resolution Specialist I works all dispute types, understands the regulatory requirements within the division, and applies their technical skills and critical thinking to accomplish complex tasks. The Dispute Resolution Specialist I assists the Dispute Resolution Specialist II as directed.

The position processes daily reports and work queues. The Dispute Resolution Specialist I is responsible for providing quality customer service in an operations environment focused on accurate and timely processing.

Responsibilities include, but are not limited to:

• Comprehensive understanding of the dispute tracking software.
• Take all required training to become familiar with Regulation E and dispute rules.
• Monitors and processes a high volume of dispute claims for debit card, ACH, ATM, and Zelle transactions.
• Researches, resolves, and posts adjustments for dispute claims within required timeframes.
• Be involved in all initial stages of the dispute and chargeback lifecycle, including case initiation and evidence gathering, merchant contact and chargeback.
• Conduct phone interviews with customers, suspects, and external agencies to obtain information critical in determining First Mid’s liability and risk exposure.
• Demonstrated ability to define problems, collect data, establish facts, work with variables in standardized and diverse situations and draw valid conclusions.
• Routinely use case management tools and reports to actively review and maintain your caseloads, to ensure timely and accurate handling of customer inquiries.
• Complete incident reports in accordance with internal bank procedures and current Bank regulations.
• Monitors daily fraud reports and uploads Compromised Account Management Systems information (CAMS) into dispute tracking software.
• Reconciles an assigned general ledger daily exercising a higher level of judgment.
• Provides support to the frontline deposit staff to answer questions regarding various dispute scenarios.
• Adheres to policies and procedures within the department.
• Keep current on local and bankcard industry fraud trends and notify management and bank personnel as deemed necessary.
• Completes addendums to accounts when needed.
• Works as a liaison between disputes, frontline personnel and other internal departments.
• Reviews and corrects errors identified.
• Assists with training frontline staff and other internal department personnel on dispute processes.
• Participates in training and cross-training.
• Performing related clerical functions and duties, and special projects as assigned.
• Assists co-workers with unique scenarios prior to escalation to the Dispute Resolution Specialist II and/or Manager.
• Provide escalated research, troubleshooting and remediation of issues.
• Complete required Visa Basic Dispute Resolution training.
  
  

Qualifications

Education/Experience:

• Associates degree preferred, training normally acquired through high school education or equivalent relevant work experience.
• 2 years of banking experience required.
• Regulation E error resolution experience preferred.
  
  

Skills:

• Maintains knowledge of assigned operations and compliance regulations, analytical and technical skills required to perform the job effectively, including Regulation E, Visa, Zelle Operating Rules, and National Automated Clearing House Association (Nacha) Rules.
• Excellent computer skills, including advanced Microsoft Office knowledge.
• Excellent oral and written communication skills.
• Must be flexible and able to adapt to change.
• Ability to work with a significant amount of detailed information in an accurate, timely, and confidential manner.
• Advanced communication and organizational skills.
• Excellent analytical, problem solving, and decision-making skills.
• High level of interpersonal skills to represent the company in a professional manner. Knowledge of operating procedures and policies.
• Ability to understand and carry out instructions furnished in written, oral, or diagram form.
• Performs all other duties as assigned.
  
  

Total Rewards:

• Competitive health, dental & vision coverage with HSA match
• 401(k) with employer match Employee Stock Purchase Plan
• Generous PTO, paid holidays & parental leave
• Tuition reimbursement & performance-based bonuses
• Visit our Total Rewards page to see our full list of benefits
  
  

First Mid Bancshares, Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT