Job Description: The Universal Card Specialist I is responsible for processing debit and ATM disputes and fraud cases in a fast-paced environment while balancing priorities to move freely between various channels as the workload dictates. This position will ensure time-sensitive processing while meeting regulatory guidelines. The position will handle aspects of the chargeback process including data collection and processing, issuing provisional credits, determining correct reasoning, and final adjudication. This position will also be responsible for ensuring all processes are completed within time frames, while effectively and accurately communicating with members to assist with telephone inquiries, account information, transactions, and problem resolution. The Specialist will maintain accurate and organized records related to the disputes/fraud claim process, including electronic retention of case communication and notes, and general ledger management.
Top 3 Requirements:
Prior banking background, specifically experience in disputes or fraud.
Experience with customer incoming calls.
Proficiency in Excel, Word, and QA processes.
Looking to have Zell experience.
Job Duties:
Assists cardholders with Dispute/Fraud Resolution, complying with Federal Reserve Bank rules and regulations, Reg. E, and Card Act (other regs are secondary, including Bank Secrecy Act (BSA), Anti-Money Laundering (AML) compliance, USA Patriot Act, and Office of Foreign Assets Control (OFAC)). Analyzes, understands, and interprets Visa rules and regulations related to debit card transaction disputes. 40% of the time
Handles incoming card disputes and fraud claims, reviews documentation, provides provisional credit, performs research, files chargebacks, handles pre-arbitration, and resolves cases on behalf of cardholders. 20% of the time
Communicates with cardholders through US Mail, Online Banking, and email. 20% of the time
Handles internal/external phone calls by being consistently logged into phone system, answering calls promptly, and maintaining professionalism and warmth. 10% of the time
Supports other processes within the department such as card transactions settlement, and GL reconciliation. 5% of the time
Other duties as assigned. 5% of the time