Disputes Analyst

Disputes Analyst - Debit Card Disputes

• Location: Onsite in San Antonio, TX
• Schedule: Monday-Friday 8am-5pm
• Contract Length: 8 months

Brief Description:

As a Bank Dispute Specialist, you will work under direct supervision, protect the financial interests of the company and our members by conducting investigations of member claims, researching, analyzing, and processing dispute inquiries for financial transactions related to debit, credit, deposit accounts, in an attempt to recover funds for the member in accordance with all Regulatory Requirements and Association rules. You will engage in customer service activities to determine member needs and provide appropriate resolution. Operate in a strong compliance and risk management environment where performance is measured while ensuring constant support of the company's commitment to our members.

Responsibilities:

• Utilizes growing knowledge of bank card rules and Federal Regulation to accurately identify issues and determine the best solution to recover funds.
• For routine and moderately complex member disputes, processes the issuance and removal of provisional credit, and issuance of permanent credit to member accounts as needed. Responsible for determining card holder liability based on results of reasonable investigation and removal of associated credits.
• Identifies and manages existing and emerging risks that stem from business activities and the job role.
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.
• Follows written risk and compliance policies, standards, and procedures for business activities.
• Builds an understanding of bank card rules and Federal Regulation while accurately identifying issues and determining the best solution to recover funds.
• Under direct supervision, processes the issuance and removal of provisional credit, and issuance of permanent credit to member accounts as needed. With guidance, determines card holder liability based on results of investigation and removal of associated credits.
• Documents the results of the case in the appropriate case management system (DCC, EWL, First Track, ODOC, etc.).
• Engages in customer service activities to determine member needs and provide appropriate resolution. Demonstrates considerable conflict resolution skills while interacting with members who often demonstrate frustration with identified transactions, and with necessary 3rd party establishments.
• Maintains compliance, quality and productivity standards that are aligned with individual scorecards.

Required Qualifications:

• Experience with debit card disputes - including VROL, AMEX, & MasterCard systems
• 1+ year of customer contact experience in a financial services organization to include dispute processing and/or conflict resolution.
• Knowledge of federal laws, rules, and regulations to include: Reg E – Error resolution, TILA/REG Z– Billing errors, UDAAP.
• 1+ year of analytical problem-solving experience.
• High School Diploma OR GED