This position researches credit card disputes between customers and merchants so as to resolve Billing Errors within Association/Federal regulations and department standards of accuracy & productivity. The position requires strong business letter writing, typing, reading comprehension, phone, and conflict resolution skills along with the ability to multi-task quickly & accurately using dual monitors as well as multiple concurrently active software systems. Key traits to be successful in this role are: Attention to detail, the ability to learn quickly and the retention of complex information while in a fast-paced production environment where 10 to 12 documents must be read each hour and an accurate recourse decision is made/acted upon.
Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. Complete compliance training and adhere to internal procedures and controls, as required. Report any known violations of compliance policy, laws, or regulations. Report any suspicious customer and/or account activity. If applicable, ensure direct reports meet the above requirements and take action to address employee performance issues.
Develop dispute case files to meet or exceed the defined standards of quality and accuracy. (Quality)
Research and resolve cardholder disputes utilizing Visa and MasterCard guidelines while adhering to OCC regulations. Meet or exceed assigned department minimum standards for disputes processed. (Productivity)
Exhibit professional behavior and promote positive working relationships (attendance, special projects, offer Ideas, etc) by using teamwork, strong communication skills and enthusiasm for working your own cases and routinely being assigned the work of your peers to complete.
This role requires strong typing skills (75% of day is typing business letters), attention to detail (100%), sitting (85%), and phone use (80%).
Ability to multi-task on two computer monitors and multiple systems to simultaneously answer/make calls to obtain information to resolve customer inquiries to provide superior service and minimize financial impact to the company.
Ability to analyze complex customer inquiries, determine proper recourse and take action within 15 minutes per case worked
Ability to thrive in a fast-paced, deadline-oriented environment where accuracy, productivity and changing processes/procedures can occur daily.
Attention to detail
Customer oriented (phone & business letter correspondence)
Team oriented while able to work independantly using sound judgement.
First National of Nebraska, Inc. - 22 months ago
At First National Bank Omaha we realize everyone has different needs in a checking account - that's why we've designed a variety of checking...