POSITION PURPOSE AND OBJECTIVES:
The Dispute Specialist II is responsible for all day to day operations of the chargeback initiative, including but not limited to daily work flow evaluation, coordinating activities with our card processor and Bank personnel, and providing exceptional customer service to facilitate the optimal performance of the chargeback program.
High school diploma or equivalent required; College degree or equivalent work experience preferred.
Minimum of 2 years combined debit/credit card dispute experience required.
Proficiency in Microsoft Office products (Word, Excel, Access, PowerPoint) and Internet applications.
ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
Coordinate activities with the Collections, Fraud, and Accounting Departments to maintain accurate account balances and to minimize fraud losses.
Maintains database for disputes/fraudulent activity in our debit card portfolio.
Ensure client satisfaction by resolving client reported transaction disputes in a prompt and timely manner.
Liaison to banking centers related to dispute process/questions.
Investigates and processes incoming customer and banking center debit and credit card disputes.
Provides quality customer service to external as well as internal customers.
Follows departmental policies and procedures, particularly in regards to customer confidentiality.
Researches routine and non-routine problems ensuring a satisfactory resolution.
Notifies banking center and/or client of findings and actions taken via telephone, fax, or letter.
Manages timeliness for assigned queue workflow and participates in maintaining the timeliness requirements amongst all queues assigned to the function.
Stay current on changes to products, procedures and policy of the bank and the department.
Know compliance responsibilities and particular requirements affecting your area of responsibility incorporate these requirements into your business processes and procedures, perform periodic self-assessments including corrective action as needed, and assure appropriate training to associates regarding these responsibilities and procedures.
Willingly performs all other duties and projects as assigned.
INTERPERSONAL SKILLS AND COMPETENCIES REQUIRED:
Excellent verbal and written communication skills for effective interactions with associates and supervisor.
Requires a high energy level and strong sense of urgency; ability to work with situations on a "rush" notice.
Must be well organized, detail-oriented, with the ability to multi-task.
Able to work collaboratively with others at various levels in the organization.
Must be self-motivated, self-starter and also work in a team environment.
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this position, the associate is regularly required to sit, use hands to finger, handle, or feel; and talk or hear. The associate frequently is required to stand or walk. The associate is occasionally required to reach with hands and arms. The associate must occasionally lift and/or move 50 pounds. Specific vision abilities required by this position include close vision, and distance vision. The noise level in the work environment is usually moderate.
Travel between Republic Banking facilities is required.
Occasional out-of-town travel is required.
Requires a flexible work schedule that will include some evenings, weekends and overtime work.
Stay abreast of new developments, best practices, and statutory and regulatory changes.
The above is intended to describe the general content of and requirements for the performance of this position. It is not construed as an exhaustive statement of duties, responsibilities or requirements.
Republic Bancorp, Inc.