Reg E Resolution Spec

Job Description:

Role

Primary purpose of this position is to research and resolve electronic fund transfer (EFT) dispute claims. This position is responsible for analyzing EFT dispute claims to ensure compliance with Regulation E, Regulation Z and all applicable payment network rules and guidelines. Critical thinking required to decipher the proper course of action for various claim types with consideration for network rules and customer type. Accurate analysis of the reported error and processing of the dispute is critical to maximize recoveries and reduce charge offs associated with disputes.

Essential Duties & Responsibilities

• Investigate disputes to make determinations of EFT errors involving research through various channels available; complete follow-up calls to customers, merchants, and branch personnel as necessary.

• Adhere to all rules of various payment networks when recovering funds, requesting documentation from merchants, and resolving issues within the applicable networks to minimize/control liability or loss for the bank. Requires detailed knowledge of payment network dispute processing.

• Maintain current knowledge of Regulation E and applicable Regulation Z guidelines to keep the bank in compliance.

• Create and post journals to/from general ledgers and customer accounts on a daily basis; responsible for ensuring end-of-day totals balance to maintain accuracy; print/scan/mail customer correspondence daily.

• Process chargebacks within VISA network in a timely manner to maximize funds recovery and obtain documentation needed to investigate disputes.

• Provide customer service regarding various customer questions or issues with EFT disputes; assist branch personnel with questions regarding the investigation process.

• Monitor open EFT disputes for timeline requirements regarding provisional credits and completion of the investigation.

• Perform other duties as assigned.

• Participate in proactive team efforts to achieve departmental and company goals.

• Must comply with current applicable laws, regulations and bank policies and procedures. Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.

Experience

A minimum of one year up to three years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

High school degree or equivalent. Valid driver's license is required.

Skills

• Working knowledge of financial institutions overall policies and procedures and specifically the internal operating policies and procedures of the Reg E Resolution department. Ability to use database, spreadsheet, word processing, and dispute software suites to record and maintain records, with customer contact as necessary via form correspondence. Ability to learn and retain knowledge in depth for all debit card and ATM adjustment functions; to follow VISA, NACHA, and ATM network regulations and comply with Federal Reserve Bank Regulation E and Regulation Z to limit potential liability for the Bank and ensure customer errors are resolved.

• Courtesy, tact and diplomacy are essential elements of the job. Work involves personal contact with others both inside and outside the organization. A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Excellent verbal and written skills are essential. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

CapFed is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.