Dispute Center Specialist I (Call Center)

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Position Description

Equal Opportunity Employer/Disabled/Veterans

Academy Bank and Armed Forces Bank provides equal employment [and affirmative action] opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

Dickinson Financial Corporation and its two family-owned banks-Academy Bank and Armed Forces Bank-have a long history of service to our clients and the communities in which we do business. Our commitment to a diverse, equitable, and inclusive environment contributes to immediate results and the long-term success of people. We recruit service-minded talent to deliver Fast, Easy, and Personal banking that is welcoming to all, while having fun and doing good things along the way!

Summary :

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.

Shift is from 10:30 a.m. - 7:00 p.m. Monday - Friday with rotating Saturday schedules.

Principal Accountabilities :

• 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.
• Call volume (daily, weekly, and monthly) determined by ATM & debit Card Department Manager according to position level.
• 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.
• Ensure work premises constitutes a safe work environment that promotes positive bank image, including regular inspection for and remediation of any hazardous conditions; regular maintenance and cleaning of premises; adherence to all posting requirements in jurisdiction, including human resources and compliance postings; and provision of comfortable and appropriate space for associates to conduct banking business.
• Understands, embodies, communicates, and instills corporate initiatives and vision, including the six Pillars of Success.
• Maintains client information in complete confidence.
• Completes other specified duties as assigned.
• Regular attendance required, working at the assigned worksite, or assigned remote location during regular business hours and/or assigned hours.

Position Requirements

Minimum Qualifications:

• High school diploma, GED, or equivalent education is required.
• Minimum of 1-year prior banking experience required.
• Basic Microsoft Word and Excel skills required.
• Prior experience in phone or chat-based client service required.
• Ability to keep up with and quickly learn new software solutions.
• Excellent verbal and written communication skills required.

Physical Requirements:

The work environment is typical of a standard office or retail banking setting. 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 express 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 will involve moving about the workspace to reach entrances/exits, restrooms, conference rooms, or other areas within the work environment. Position requires no lifting and/or the exerting of up to 5 pounds of force.