Reg E Dispute Resolution Specialist I or II

Reg E Dispute Resolution Specialist I

Come join a company you can be proud to represent.

The hiring range for this opportunity is $20.50 to $26.00 per hour along with incentive opportunities, creating a competitive total compensation package based on our pay scale, and may be modified by location and is commensurate with qualifications and experience.

POSITION SUMMARY

The Reg E Dispute Resolution Specialist reports directly to the CSO Claims Manager and is responsible for upholding the purpose of Regulation E regarding its application and coverage for ACH and Debit Card Electronic Funds Transfer Disputes. This position requires an understanding of the definitions and rules for handling error resolution and is expected to adhere to the requirements of Regulation E by ensuring our practices do not create compliance or UDAAP violations.

Employees in this job role are expected to maintain a high level of customer service with the ability to accurately communicate expectations and time frames for error resolution both verbally and in writing. In addition, this role will work closely with the following teams: Compliance and Internal Audit through periodic reviews and Policy and Procedure updates; The Fraud Investigations Unit to report suspected financial abuse of the elderly or dependent adults and recommend review and possible closure of customer relationships based on Risk.

MAJOR RESPONSIBILITIES

• Receive calls from Branches and Customer Support to assist in beginning the claims process for EFT Error Resolution.
• Interviews customers to obtain information required to submit a claim.
• Inputs the claim into the Centrix DTS system.
• Ensures customer disputes or issues of fraud are filed in accordance with State and Federal regulations.
• Sets customer expectations regarding timing of resolution.
• Initiates outbound calls to customers regarding claim follow-up, or to seek clarification regarding an existing claim.
• Works with customers to obtain necessary documentation for chargeback processing.
• Provides department and branch support for questions related to Reg E and the claims process.
• Regularly attends trainings to maintain expertise and remain current with any processing or regulatory changes.
• Maintains a current understanding of Bank policies and procedures, in compliance with all state and federal laws, including but not limited to Overdraft Protection Guidance, Regulation E, Bank Secrecy Act (BSA), Suspicious Activity Reporting, Information Security, Identify Theft Red Flags, Unfair, Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, and Office of Foreign Asset Control (OFAC) compliance.
• Performs other department duties as assigned.

REQUIREMENTS

• Ability to work in a team environment with moderate levels of background noise.
• Ability to grasp new concepts.
• Understanding of the debit and credit function with regard to transaction postings.
• Ability to communicate verbally and in writing with both customers and colleagues in a professional and clear manner.
• Ability to follow established Policies and Procedures.
• Able to communicate with customers in a positive, courteous manner with a genuine concern for resolving problems.
• Basic understanding of ATM, Debit Card, and ACH transactions from a customer perspective, including the proper use and handling of an access device.
• Able to prioritize job responsibilities to maximize time and promote efficiencies.

EDUCATION, EXPERIENCE AND OTHER SKILLS REQUIRED

• High school diploma or GED required.
• 0 - 2 years of relevant experience within banking / financial services (preferred), specifically within an operational and/or Customer Support capacity.
• Microsoft Office Suite including Outlook, Excel, and Word
• Reg E Dispute experience preferred

Reg E Dispute Resolution Specialist II

POSITION SUMMARY

The Reg E Dispute Resolution Specialist reports directly to the CSO Claims Manager and is responsible for upholding the purpose of Regulation E regarding its application and coverage for ACH and Debit Card Electronic Funds Transfer Disputes. This position requires an understanding of the definitions and rules for handling error resolution and is expected to adhere to the requirements of Regulation E by ensuring our practices do not create compliance or UDAAP violations.

Employees in this job role are expected to maintain a high level of customer service with the ability to accurately communicate expectations and time frames for error resolution both verbally and in writing. In addition, this role will work closely with the following teams: Compliance and Internal Audit through periodic reviews and Policy and Procedure updates; The Fraud Investigations Unit to report suspected financial abuse of the elderly or dependent adults and recommend review and possible closure of customer relationships based on Risk.

This role is also responsible for processing Merchant Disputes according to Visa Regulations by providing customer support and assistance with chargebacks falling outside the purview of Regulation E.

MAJOR RESPONSIBILITIES

• Uses investigative techniques to research claims to determine nature and cause of disputes.
• Utilizes internal and external data sources to conduct research, including film review, internet searches, interviews, etc.
• Analyzes data identified in investigation to determine final resolution and communicates findings in writing to Customer.
• Indexes and retains documentary evidence to support final resolution.
• Identifies fraud trends, communicating findings to other impacted areas of the bank, as needed, to mitigate risk for the Bank and our customers.
• Ensures accounts are credited for fees resulting from unauthorized charges.
• Processes debit card chargebacks through Client Central to obtain reimbursement to offset losses for the Bank and the customer.
• Works with ACH Operations to initiate chargebacks through Signature FTM for ACH Disputes.
• Reports suspected Adult/Elder Financial Abuse to for reporting to appropriate governing bodies.
• Recommends account relationships to the FIU for review when customers present financial risk to the Bank.

OTHER RESPONSIBILITIES

• Initiates outbound calls to customers regarding claim follow-up, or to seek clarification regarding an existing claim.
• Provides department and branch support for questions related to Reg E and the claims process.
• Regularly attends trainings to maintain expertise and remain current with any processing or regulatory changes.
• Maintains a current understanding of Bank policies and procedures, in compliance with all state and federal laws, including but not limited to Overdraft Protection Guidance, Regulation E, Bank Secrecy Act (BSA), Suspicious Activity Reporting, Information Security, Identify Theft Red Flags, Unfair, Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, and Office of Foreign Asset Control (OFAC) compliance.
• Performs other department duties as assigned.

REQUIREMENTS

• Ability to work in a team environment with moderate levels of background noise.
• Ability to communicate verbally and in writing with both customers and colleagues in a professional and clear manner.
• Ability to communicate business processes to technical resources.
• Ability to follow established Policies and Procedures.
• Able to prioritize job responsibilities to maximize time and promote efficiencies.
• Able to work independently with minimal direction or guidance.

EDUCATION, EXPERIENCE AND OTHER SKILLS REQUIRED

• High school diploma or GED required.
• 2-5 years of internal and/or external experience within banking/financial services, specifically within an operational and Customer Support capacity.
• Employee demonstrates subject matter expertise in one or more critical areas of Regulation E.
• Microsoft Office Suite including Outlook, Excel, and Word
• Reg E Dispute experience preferred
• Proficient in the use of Centrix DTS or similar claims management system.

COMPANY PROFILE

Established in 1975, Tri Counties Bank is a wholly-owned subsidiary of TriCo Bancshares (NASDAQ: TCBK) headquartered in Chico, California with corporate offices in Roseville, South San Francisco, and Bakersfield, with assets of nearly $10 billion and 50 years of financial stability.

Tri Counties Bank is dedicated to providing exceptional service for individuals and businesses throughout California with more than 75 locations, advanced mobile and online banking, and access to approximately 40,000 surcharge-free ATMs nationwide.

As California's Local Bank, Tri Counties Bank prioritizes serving clients with local bankers and local decision-making, backed by corporate philanthropy, community engagement, employee volunteerism and investments. Recognized by various publications as among the Top Workplaces and Best