Dispute Analyst Entry

San Antonio, TX 78216

Posted: 01/09/2023 Job Number: 20614

Job Description


The Dispute Analyst protects the financial interests of the bank and their members by researching, analyzing, and processing disputes and escalated inquiries to recover funds for the member in accordance with all Regulatory Requirements and Association rules.

 

Job Duties:
  • Handles all aspects of the Signature First Chargeback.
  • May handle Presentments, Arbitration Chargeback, Pre-Compliance, Compliance, Pre-Arbitration, Arbitration and Good Faith.
  • Resolves member disputes related to Debit Card Signature transactions.
  • May handle member disputes related to ATM Domestic, ATM International, and PINpoint of Sale.
  • Performs research for team members in order to investigate basic dispute claims in accordance with rules and regulations with a high degree of accuracy and within prescribed time limits.
  • Provides and engages in customer service activities to determine member needs and provide appropriate resolution.
  • Communicates the results of a dispute inquiry to a member in a professional manner.
  • Seeks guidance from senior team members to resolve issues and to identify appropriate issues for escalation.
  • Maintains abreast of current Electronic Funds Transfer Act (Regulation E) and Bank Card Association Rules.
  • Processes Provisional and/or Permanent Credit to member’s account.

 

Minimum Education:

High School Diploma or equivalent

 

Minimum Experience:

2+ years of customer contact experience in a sales, military or call center environment via telephone and e-mail, including minimum of 6 months of industry related customer contact experience in a Banking or other Financial Services institution.

Basic knowledge of Windows operating system environment and Microsoft Office tools.

Intermediate knowledge of job specific systems and tools (e.G. Portal, Fidelity, etc.)

 

Preferred Requirements:

Bachelor’s degree

1+ year of industry related customer contact experience in a Banking or other Financial Services institution.

6 months of Disputes and/or Deposit experience

Proficient knowledge of windows operating environment and Microsoft Office tools.

Proficient knowledge of job specific systems and tools (e.G. Portal, Fidelity, FDR, etc.).

Overall EE/FE ration on previous year Performance Evaluation

Basic knowledge of MasterCard guidelines to include chargeback reason codes

Basic knowledge of Regulation E and/or Z"                                            

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