Dispute Resolution Specialist

Dispute Resolution Specialist

Jump start your career at Equity Bank! We are currently hiring energetic, team oriented, and community focused individuals to join our team! With a team of best-in-class customer service experts, you'll help to build and expand on client relationships, deliver the banking products and services that meet the unique and individual needs of clients, and create and uphold an atmosphere of superior experience and service. At Equity Bank we'll help you invest in your community through volunteer opportunities which align with our company initiatives and core values.

Responsibilities and Expectations

Deliver superior customer service and customer experience:

• Demonstrate excellent customer service skills with both external and internal clients.
• Promptly accept calls (and video sessions) and create a welcoming, engaging, professional environment for each customer encounter.
• Be able to effectively communicate and be understood by customers and partner departments.
• Work jointly with other departments to provide an enhanced customer experience.

Dispute processing:

• Receive incoming calls with questions about debit card and/or credit card transactions.
• Create and review fraudulent cases and resolve problems or troubleshoot issues related to card transactions utilizing multiple systems.
• Place outbound calls and engage in dispute resolution calls to the merchant if necessary. Serve as mediator between involved parties in an effort to come to a resolution for customer disputes.
• Review account activity, taking appropriate measures to minimize risk and loss to the bank, while complying with MasterCard, and federal regulations.
• Perform security-related functions for consumer debit and credit cards including restricting accounts, gathering support documentation, and closing/reissuing cards.
• Process card maintenance duties, including creating, mailing or printing debit cards to specific locations.
• Processes chargebacks, pre-arbitration, arbitration, and compliance cases within Mastercard guidelines to maximize recovery of funds.
• Complete back-office adjustments and finalize disputes.
• Balance and reconcile dispute general ledger daily.

Demonstrate compliance with applicable laws and regulations:

• Understand and follow applicable laws and regulations for your job responsibilities, including but not limited to Equity Bank Business Ethics and Conduct policy, Bank Secrecy Act, Information Security, Suspicious Activity Reporting requirements, policies and procedures.
• Apply knowledge of Regulation E guidelines to ensure dispute case compliance guidelines are met.
• Apply knowledge of Mastercard rules and regulations to process chargebacks timely and accurately.
• Complete periodic compliance training.

Perform other duties as assigned or required.

Required Skills & Education

• High School Diploma or equivalent
• Minimum of 1+ years banking experience and 2+ years Customer Service experience preferred.
• Excellent interpersonal, verbal, and written communication skills. Must be comfortable with video communication.
• Ability to analyze, investigate and achieve results
• Computer proficiency in Windows-based systems
• Ability to maintain a high degree of confidentiality
• Strong attention to detail and organizational skills
• Capable of working with a team to determine solutions

Find your future at Equity Bank! The above statements are intended to generally describe the nature and level of work to be performed by most people assigned to this job. It is not intended as an exhaustive list of all responsibilities, duties, and requirements.

Physical Requirements: This position requires standing, walking, bending, and squatting on a regular basis. May require the ability to stoop, kneel, crouch or reach with hands and arms. Requires the ability to carry, lift, move or push up to 25 pounds on an occasional basis. Must be able to talk and listen to others.

Work Environment: This position regularly works in an office setting. Most of the job duties require the employee to be working with computers and electronic media on a regular basis.

Equity Bank is an equal opportunity employer and will not make employment decisions based on an applicant's race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.