Job Description

The Dispute Center Specialist I responds to inbound and outbound phone calls from clients regarding debit card and ATM transaction disputes. A successful Dispute Center Specialist I will focus on providing exceptional client experience while efficiently assisting clients with ATM and debit card questions or problem resolution. The Specialist I will be responsible for retrieving and efficiently handling voice messages from clients.

Responsibilities

• Properly authenticate the identity of a caller as the bank’s client in accordance with written department procedures before providing any information.
• Respond to inbound calls promptly and courteously, providing accurate and complete information to resolve the client’s questions.
• Provide transaction information to aid clients in remembering the transaction or determining that the transaction may need to be disputed.
• Provide dispute forms to clients via click to send and documented departmental procedures.
• Respond to Call volume (daily, weekly, and monthly) as determined by ATM & Debit Card Department Manager.
• Responsible for continual development of knowledge regarding the bank’s and card processor’s systems including, but not limited to, Navigator, Intranet, Payments One, Data Navigator, Secure Lock Case Manager.
• Protect all client and bank information confidentially and follow all company policies.
• Understand, communicate, and instill the Company’s mission, vision, and values (Pillars of Success).
• Complete monthly training in a timely manner to ensure knowledge of bank regulatory requirements, policies, and procedures.
• Working at the worksite during regular business hours and/or assigned hours.
• Other specified duties as assigned.

Compensation & Benefits

The Dispute Center Spec I position pays a minimum of $18.00 per hour.

Full‐time associates are eligible for our benefits package:

• Medical
• Dental
• Vision
• 401(k) plan
• Company paid life insurance
• Short and Long-term disability insurance
• Company paid vacation, paid leave and holidays

This position will remain open until a qualified applicant is hired.

Qualifications

Skills

• Strong attention to detail and ability to complete work accurately.
• Ability to organize work.
• Ability to work in a fast-paced environment and learn new software solutions quickly.
• Strong written and verbal communication skills, required.
• Basic Microsoft Word and Excel skills, required.
• Professional telephone skills, required.

Education & Experience

• High school diploma or equivalent, required.
• 1 + year(s) banking experience, required.

Physical Requirements

The work environment is typical of a standard office or retail banking setting. The position is sedentary, involving sitting most of the workday; however, the position will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Reaching may be required involving the ability to move arms in any direction. Office equipment, such as a computer and telephone, will be used requiring the ability to manipulate a keyboard, mouse, and/or keypad. The ability to decipher a computer screen or written documents is necessary. The ability to e xpress or exchange ideas; impart information to clients, coworkers, or the public; or to convey detailed or important instructions; is required. The ability to receive and understand detailed information shared through oral or written communication is required. Position requires lifting and/or the exerting of up to 10 pounds of force.