Job Description

Location: Stuart or The Villages in FL

JOB SUMMARY:

The EFT Payment Disputes Specialist plays a crucial role in supporting the EFT Payment Disputes Team Lead by ensuring the smooth operation of the Bank’s Debit Card systems. This position involves knowledge of card processing, maintaining card holder records, and ensuring compliance with internal policies and regulatory requirements.

This role is essential in supporting the EFT Payment Disputes Team Lead and maintaining the integrity of the bank’s Debit Card, Bill Pay, and Zelle operations, providing a secure transaction environment for our customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage debit card dispute cases by researching and analyzing EFT transactions, ensuring resolution within regulatory timelines (Regulation E, NACHA rules, and internal policies).
• Communicate effectively with frontline associates, providing timely updates and gathering required documentation to support dispute investigations and ensure a positive customer experience.
• Handle cardholder inquiries and disputes submitted via e-forms or workflow systems, delivering accurate and professional responses.
• Maintain expertise in EFT dispute processing systems and regulatory compliance requirements to ensure accurate and efficient case handling.
• Monitor performance against SLAs and assist in maintaining system uptime for debit card services.
• Reconcile daily debit card transactions across bank networks and surcharge systems to ensure accuracy and integrity.
• Collaborate with Compliance, Risk Management, and Community Banking teams to mitigate fraud and security risks.
• Identify and escalate patterns of fraudulent activity to fraud prevention teams for timely intervention, utilizing dispute processing tools and data analytics to identify trends and improve resolution accuracy.
• Stay informed on emerging fraud trends and work with internal teams and external partners to implement effective prevention strategies.
• Ensure meticulous documentation for audits and regulatory reporting, maintaining adherence to all applicable standards.
• Contribute to process improvement and automation initiatives aimed at enhancing efficiency, compliance, and customer satisfaction.
• Uphold Seacoast Bank’s Code of Conduct and deliver exceptional service aligned with organizational values.

EDUCATION and/or EXPERIENCE:

• High School Diploma or equivalent required.
• 1-3 years Banking experience; or a combination of education and experience.
• Prior experience in card services and fraud detection a plus.
• Ability to handle confidential information with discretion.
• Strong analytical skills and attention to detail.
• Ability to work collaboratively within a team environment.
• Commitment to maintaining compliance and operational standards.
• PC proficient, including MS Word and MS Excel.

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.

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